Case Manager

The time to join Synergy has never been more exciting because you’ll be helping us to deliver on our commitment towards becoming a net zero carbon emission business by 2050.
We are investing $3 billion in large-scale renewables development and creating unlimited opportunities for our people to contribute to the growth of innovative solutions in our operations as we invest. This is your chance to help us transform the energy industry and build a more sustainable future for Western Australia.
Synergy is proud to be Western Australia’s largest electricity generator and energy retailer. We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south
Click to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.
Role Summary:
The Case Manager is an exciting opportunity in our Customer team based at our Perth CBD office.
Case Managers will provide professional and compassionate customer service both over the phone and in person, delivering practical information and recommended options that empower and educate vulnerable customers to better manage their energy needs, and improve energy literacy.
Key responsibilities of the role include:

• Delivering exceptional one to one case managed services to vulnerable customers experiencing financial hardship, including supporting customers who are experiencing family and domestic violence
• Receive inbound calls and place outbound calls to customers and key internal/external stakeholders
• Manage a customer case load by adhering to customer service methodology.
• Process customer hardship assessments: negotiate instalment plans and payment deferrals, contacting customers to guide them through Synergy’s credit and payment processes.
• Empower customers to take control of their energy needs and educate to improve customer energy literacy

What you’ll bring:

• Completion of High School or Business certificate or recognised prior learning
• Demonstrated experience in the areas of Customer Service, preferably within a Call Centre environment.
• Hardship policies and procedures knowledge would be advantageous.
• Relationship management skills, with experience in navigating confrontational scenarios and demonstrating strong resilience skills.
• Intermediate demonstration of IT skills i.e. MS Office package, and other systems.

What we offer:
Working for an employer of choice also means you will enjoy:

• Flexible work arrangements
• Professional Development Opportunities
• Purchased Annual Leave
• Best practice parental leave

Click for a full list of our benefits
Every Voice Matters
Our employees have a choice to work for Synergy and it’s a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its ‘people first’ culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.
We understand that it is important for our workforce to reflect the diversity of the community in which we operate. We are proud to be recognised as an inclusive employer for 2021-22 by the Diversity Council of Australia. Whatever your background or however you identify, please apply if this is a role that would make you excited to come into work every day.
Please email recruitment@synergy.net.au if you require assistance with submitting your application
Synergy reserves the right to close applications when a suitable pool of candidates is identified