Job Description

Customer Operations Consultant

Business Unit: Customer

Sourcing Location: Victoria

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation. Our ability to deliver on this purpose will be dependent on our people.

As the energy sector rapidly evolves with electrification, renewables, and sustainability at the forefront, we are delivering innovative centralised energy solutions to meet the needs of modern communities.

Purpose of role

As our Customer Operations Consultant, you’ll play a key role supporting our embedded networks business, managing day-to-day customer service whilst supporting the wider Customer business as needed. This is a multifaceted frontline role where you’ll have the opportunity to collaborate with a variety of stakeholders, to ensure we deliver the best customer experience, drive operational efficiencies and deliver outcomes aligned to industry expectations.

Key aspects of the role include, but aren’t limited to:

• Effectively manage the end-to-end collections life cycle, with a strong focus on timeliness, accuracy and meeting our customers’ expectations
• Identifying customers that may be on hardship or need payment assistance
• Implementing process and system improvements to drive excellence in customer service, collection, and operational efficiency.
• Ensuring business process documentation is up-to-date and relevant
• Ensure business compliance, including relevant schemes, acts, legislations and authorities within states of operation and implemented within time
• Risk Management – Ensure Operational and Business Collections Risks are identified and managed
• Maintain a consistent focus on operational excellence, consistently delivering on team and individual KPI’s.

About You

You’ll bring a strong track record gained in frontline customer service / customer operations functions, supporting mass market products in a highly regulated environment. Any billing and collections experience will be viewed favourably, as will energy sector experience.

Other skills, traits and experiences we’d love to see include:

• An understanding of Embedded Network solutions, including regulatory, technical, and operational aspects.
• Strong understanding of AER, AEMO and energy industry guidelines.
• Ability to multi-task across a number of activities and projects, at varying stages of their lifecycle.
• A proactive approach towards solving problems. You don’t wait for them to be solved; you drive the solution yourself!
• Attention to detail. You can confidently make clear decisions based on complex and conflicting information.
• Confidently makes clear decisions based on complex and conflicting information, identifying necessary actions, quickly analyses information and acts within authority guidelines.
• Strong communication skills (goes without saying).

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best.

We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here’s What You Can Look Forward To

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks’ paid parental leave – completely gender-equal
• Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self