AddressThe 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 here to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.
Role Summary:
The Head of Vulnerable Customer is an exciting and rewarding opportunity in our Customer Business unit based at our Perth CBD office. This role is part of the senior leadership team in Customer and plays an integral role in the strategic planning of this business unit. You are a member of Synergy's senior leadership team (SLT), executing the corporate strategy, leading people, and role modelling culture.
As the Head of Vulnerable Customer, you will be responsible for developing and executing a comprehensive strategy to support Vulnerable Customers. You will oversee the design, implementation and effectiveness of programs and policies, ensuring they align with our purpose and regulatory requirements. Your leadership will drive initiatives that enhance the customer experience, promote social responsibility, and ensure the company's services are inclusive and accessible.
Key responsibilities of the role include:
- Develop and execute the strategic vision and plan for supporting Vulnerable Customers with a focus on energy equity, aligning with Synergy’s customer centricity and social value framework
- Effectively leading the Vulnerable Customer function, you will be responsible for all outcomes within these teams. This includes engagement and safety of our people, driving strategic direction, performance growth, continuous improvement, customer experience, compliance, risk and credit.
- Design, implement and review programs and policies that address the needs of Vulnerable Customers, using data and feedback to drive continuous improvement to ensure they are effective and sustainable.
- Ensure rigorous compliance with all relevant industry regulations, standards, and best practices.
- Manage the debt book, implementing strategies to support debt management and recovery while maintaining customer care standards.
What you’ll bring:
- 5+ years in senior leadership roles leading large teams in customer support, with strong leadership and management skills driving an engaged culture
- Proven track record of developing and implementing strategic plans and initiatives at a senior level including engagement at Board and executive level, through to front line delivery.
- Demonstrated experience in positive relationship management and stakeholder engagement with the ability to influence and engage at all levels internally and externally. Including with partners, not for profits, outsourced providers, advocacy groups and regulatory bodies to achieve improved outcomes that benefit Vulnerable Customers.
- Deep understanding of the challenges and needs of Vulnerable Customer groups and experience in advocating for this customer group. Including experience in representing the business in public forums and industry events, championing the needs of Vulnerable Customers.
- Empathy, integrity, resilience and a strong commitment to social responsibility.
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
- Opportunity to shape and lead a critical area of the business
Click here 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 since 2021 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 ***********@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
