Customer Support Officer na Operations, People and Safety

We are unique 

Essential Energy is an organisation that values your voice, empowers your autonomy, recognises the strength in diversity, and prioritises your well-being while offering attractive remuneration and benefits. Take pride in having a meaningful impact on regional, rural and remote communities while being a pivotal player in the energy industry's future. 

We are currently recruiting for a permanent Customer Support Officer to join our Customer and Corporate Affairs division. This role will ideally be based in Port Macquarie and can also be within the Essential Energy footprint.

About the role  

As a Customer Support Officer at Essential Energy, you’ll play a vital role in ensuring our customers receive timely, accurate, and empathetic support. You’ll be responsible for investigating and resolving claims, complaints, and escalated enquiries, including Ombudsman matters, in line with our policies and regulatory obligations. This is a dynamic role that requires strong analytical skills, sound judgement, and a commitment to delivering exceptional service.

You’ll work across multiple divisions, collaborating with internal stakeholders to ensure customer concerns are addressed professionally and efficiently. Your work will directly contribute to our mission of delivering best-in-class service and maintaining compliance with NECF and other relevant legislation.

Key responsibilities include:

• Investigating and resolving customer claims and Guaranteed Service Levels (GSLs)
• Managing compensation requests within delegated authority
• Handling Ombudsman and retailer escalations with professionalism
• Maintaining accurate records in accordance with policy and regulatory requirements
• Supporting administrative functions including mail and reception duties

About You  

You’re a confident communicator and problem-solver who thrives in a fast-paced environment. You bring a customer-first mindset and a strong sense of accountability to everything you do. With a background in customer service or claims management, you’re ready to take ownership of complex enquiries and deliver outcomes that align with Essential Energy’s values.

You’re comfortable navigating multiple systems, interpreting data, and working collaboratively with others to achieve shared goals. Your ability to manage sensitive matters with discretion and professionalism sets you apart.

To be successful in this role, you will have:

• Certificate III in Business and Certificate IV in General Insurance, or equivalent experience
• Demonstrated experience in managing customer complaints and claims
• Strong communication and negotiation skills
• Proven ability to analyse customer data and recommend solutions
• Excellent time management and organisational skills

Why Essential Energy

We offer competitive remuneration commensurate with skills and experience and 16.5% superannuation.
Essential Energy provides employees with a broad range of benefits through our corporate partnerships with organisations such as Qantas, Optus, nib and Mildura Health Fund. You will also gain access to our Health and Wellbeing programs including fitness passport. Visit our employee benefits page for more information.

For further information please contact Sharee Murphy – Customer Resolutions Team Leader on 02 6589 8060.

Applications close on Sunday 7 April 2025 at 11:55pm

Passionate people. Global thinking. Regional heart.

Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.

As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.

At Essential Energy, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to Essential Energy (including alternate formats of application forms or alternate ways for accessibility). To discuss adjustment requirements, please contact [email protected] or call us on 1800 255 777.