Care Plus Team Leader

Theres never been a better time to be in energy. And theres never been a more exciting time to be at Endeavour Energy.

More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses. We employ more than 1700 people across our catchment making us one of the largest employers in Sydneys Greater West.

We need talented people who care about one another and the work they do. Why Because were one of Australias fastest growing networks connecting 20000 new customers each year including the Western Sydney Aerotropolis. And when we power together we go further faster; towards a smarter more sustainable future for us all.

About the Role

As Care Plus Team Leader youll lead and develop the CARE team to deliver exceptional customer advocacy and service across complex complaints claims financial hardship and life support cases.

Youll play a critical role in protecting vulnerable customers ensuring ethical compliant and timely resolutions and embedding a strong customer-first culture across the Customer Service function.

Key Responsibilities

• Lead coach and develop a high-performing team of CARE Specialists and Partners.
• Oversee escalated complaints claims hardship and life support cases ensuring compliant and customer-focused outcomes.
• Manage case allocation workflow and performance to meet service standards regulatory obligations and KPIs.
• Ensure compliance with legislation regulatory requirements and internal policies including EWON and claims frameworks.
• Analyse complaint trends and customer feedback to drive continuous improvement.
• Build strong relationships with internal teams regulators and community stakeholders.
• Champion CARE values: Customer Advocacy Resolutions Empowerment and Life Support.

About You

Youre an experienced people leader with a passion for customer advocacy and supporting vulnerable customers. You bring strong judgement empathy and the ability to lead through complex and sensitive situations.

Youll bring:

• A degree in Business Management Social Work or equivalent experience.
• 5 years experience in customer service complaint resolution hardship support or related fields.
• Proven experience leading customer service teams.
• Strong communication conflict resolution and stakeholder engagement skills.
• High digital literacy and experience using CRM systems.

Desirable:

• Certifications in hardship management life support compliance or customer advocacy.

Why Join Us

• Make a meaningful impact in your community
• Lead a purpose-driven team
• Access leadership development and career pathways
• Be part of an organisation powering Australias energy transition

Applications close: 26 Jan 2026

For further information contact

When we power together we achieve so much more.