Head of Vulnerable Customer
Vor 2 Tagen
The time tojoin Synergy has never been more exciting because you’ll behelping us to deliver on our commitment towards becoming a net zerocarbon emission business by 2050.
We areinvesting $3 billion in large-scale renewables development andcreating unlimited opportunities for our people to contribute tothe growth of innovative solutions in our operations as we invest.This is your chance to help us transform the energy industry andbuild a more sustainable future for Western Australia.
Synergy isproud to be Western Australia’s largest electricity generatorand energy retailer. We deliver secure electricity to homes andbusinesses throughout the Southwest Interconnected System (SWIS)from Coral Bay in the north, to Kalgoorlie in the east, and toEsperance in the south.
Clickhere to discover more about how Western Australia’s energylandscape is evolving to become more sustainable.
RoleSummary:
The Head ofVulnerable Customer is an exciting and rewarding opportunity in ourCustomer Business unit based at our Perth CBD office. This role ispart of the senior leadership team in Customer and plays anintegral role in the strategic planning of this businessunit. You are a member of Synergy's senior leadership team(SLT), executing the corporate strategy, leading people, and rolemodelling culture.
As the Headof Vulnerable Customer, you will be responsible for developing andexecuting a comprehensive strategy to support vulnerable customers.You will oversee the design, implementation and effectiveness ofprograms and policies, ensuring they align with our purpose andregulatory requirements. Your leadership will drive initiativesthat enhance the customer experience, promote socialresponsibility, and ensure the company's services are inclusive andaccessible.
Keyresponsibilities of the role include:
- Developand execute the strategic vision and plan for supportingvulnerable customers with a focus on energy equity, aligningwith Synergy’s customer centricity and social valueframework
- Effectively leading theVulnerable Customer function, you will be responsible for alloutcomes within these teams. This includes engagement andsafety of our people, driving strategic direction, performancegrowth, continuous improvement, customer experience,compliance, risk and credit.
- Design,implement and review programs and policies that address theneeds of vulnerable customers, using data and feedback to drivecontinuous improvement to ensure they are effective andsustainable.
- Ensurerigorous compliance with all relevant industry regulations,standards, and best practices.
- Managethe debt book, implementing strategies to support debtmanagement and recovery while maintaining customer carestandards.
Whatyou’ll bring:
- 5+ yearsin senior leadership roles leading large teams in customersupport, with strong leadership and management skills drivingan engaged culture
- Proventrack record of developing and implementing strategic plans andinitiatives at a senior level including engagement at Board andexecutive level, through to front line delivery.
- Demonstrated experiencein positive relationship management and stakeholder engagementwith the ability to influence and engage at all levelsinternally and externally. Including with partners, not forprofits, outsourced providers, advocacy groups and regulatorybodies to achieve improved outcomes that benefit vulnerablecustomers.
- Deepunderstanding of the challenges and needs of vulnerablecustomer groups and experience in advocating for this customergroup. Including experience in representing the business inpublic forums and industry events, championing the needs ofvulnerable customers.
- Empathy,integrity, resilience and a strong commitment to socialresponsibility.
Whatwe offer:
Working foran employer of choice also means you will enjoy:
- Flexiblework arrangements
- Professional DevelopmentOpportunities
- Purchased AnnualLeave
- Bestpractice parental leave
- Opportunity to shape andlead a critical area of the business
Clickhere for a full list of our benefits
EveryVoice Matters
Our employeeshave a choice to work for Synergy and it’s a choice werespect and value. In addition to our focus on creating a greenerfuture, Synergy is committed to its ‘people first’culture and providing an exceptional place to work where our peopleexperience a sense of belonging and have opportunities to learn andgrow.
We understandthat it is important for our workforce to reflect the diversity ofthe community in which we operate. We are proud to be recognised asan inclusive employer since 2021 by the Diversity Council ofAustralia. Whatever your background or however you identify, pleaseapply if this is a role that would make you excited to come intowork every day.
Please emailrecruitment@synergy.net.au if you require assistance withsubmitting your application
Synergyreserves the right to close applications when a suitable pool ofcandidates is identified
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