Care Plus Partner

Why join us

Be part of a culture that genuinely balances care and performance where people look out for one another and always put the customer first. Youll have access to diverse opportunities to step up lead and grow in a rapidly evolving sector thats shaping the future.

Your contribution will be recognised and rewarded and youll take pride in working for an organisation that delivers an essential service while actively supporting the energy transition.

With ongoing access to training personal development and clear career progression youll be supported to build a meaningful and rewarding careerwhile making a real difference to customers and the community.

About the role

As a CARE Specialist youll provide empathetic end-to-end support for customer complaints claims financial hardship and life support needs. Youll manage complex cases ensuring regulatory compliance and collaborate with internal and external stakeholders to deliver timely fair outcomes while supporting community and social initiatives.

Key accountabilities

• Act as the primary contact for customer complaints claims financial hardship and life support cases delivering timely empathetic and compliant outcomes
• Investigate customer feedback and complaints manage service claims (excluding personal injury or litigation) and provide appropriate recommendations for case resolution.
• Assess and manage customer financial hardship enquiries and Public Lighting Code (streetlight escalations) compliance.
• Manage referrals from the Energy and Water Ombudsman NSW (EWON) escalating complex matters as required
• Refer and monitor customer cases to internal specialist teams ensuring responses and information provided within service standards
• Support community programs and engagement including incident response support.
• Maintain accurate customer records and contribute insights for reporting and continuous improvement

Challenges

You will support vulnerable and at times frustrated customers manage a varied caseload and must meet defined service deadlines. The role balances customer advocacy with compliance and business needs emphasizing the proactive management of escalations.

About you

Youre a compassionate solutions-focused professional with experience managing complex customer cases. You communicate confidently handle sensitive situations with care and balance empathy with sound judgement.

Youll bring:

• 3 years experience in customer service complaints or case management
• Certificate III in Customer Contact or equivalent experience
• Strong communication negotiation and conflict-resolution skills
• Ability to prioritise multitask and maintain attention to detail
• Confidence using CRM systems and digital tools (AI experience desirable)
• Mental Health First Aid (desirable)

For further information please

Applications close 01 February 2026.

When we power together we can achieve so much more.

At Endeavour Energy having a diverse and inclusive workplace makes us better safer and stronger. We strive to create an environment where everyone feels safe motivated valued included and respected.

Endeavour Energy is a critical infrastructure organisation and performs various background checks to evaluate the suitability of an applicant before making an employment offer to ensure the security and protection of its assets.