OverviewEnergy Australia Customer Welfare Consultant Full Time in Victoria
Branch VIC AU
Customer Welfare Consultant
Ensure effective management of customers identified as being in financial hardship. A passion for providing excellent service to our most vulnerable customer…
The Case Management team forms part of our Customer Vulnerability and Recovery area and is responsible for the management of referrals and requests for EnergyAustralia’s hardship program.
In this role you will receive internal and external referrals and provide assistance to customers as defined under EnergyAustralia’s hardship policy. This will include exploring your customers’ situations to understand their needs, then organising payment arrangements, liaising with external and internal stakeholders and finding creative solutions to customer issues.
Ensure effective management of customers identified as being in financial hardship
Ensure timely referrals to the credit team where customers who are being case managed do not adhere to agreed payment plans
Solid understanding of the EnergyAustralia Hardship Policy
Provide debt waiver to customers eligible for assistance under EnergyAustralia programs
Provide customers with information relating to bills, services, prices and other relevant information such as community assistance programs
What we’re looking for:
- A passion for providing excellent service to our most vulnerable customer groups
- Strong time management skills and the ability to prioritise to meet deadlines
- The ability to empathise with customers in a professional manner
- Creative problem solving skills and the ability to work within set parameters.
- An understanding of the principles of hardship and the collections cycle would be an advantage
The team is based at our Flinders Street office and works on a roster between 8 a.m. – 5.30 p.m. Monday to Friday.
Please note this position is covered under the EnergyAustralia Retail Call Centre Agreement 2013.
Want to know more? Please download the Position Description below, or for a confidential discussion please contact Sarah Vile in the Careers Central team on 8628 4568.
Please note you will need to hold appropriate work rights in Australia to be considered for this position.
Employment Type: Full Time
Location: Victoria, BC, CA
Posted on: 2015-10-27