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Coronavirus (COVID-19) Update: Reliable power is at all times critical to the health and wellbeing of people. In uncertain times, it becomes even more vital. People are depending on us to keep the lights on and serve our customers.

EnergyAustralia will continue to recruit but in a different way. Video or phone interviews will replace the normal face-to-face interactions. We’ll also work closely with our new starters to ensure that they’re safely onboarded as part of the EnergyAustralia team. In most cases, unless their role has to be performed at one of our sites, our new starters will work from home until further notice.

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Customer Welfare Consultant

Apply now Job no: 506690
Work type: Full Time Permanent
Location: Victoria
Categories: Customer Services, Call Centre, Available for Referral

 Why Us

At EnergyAustralia, we are committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. As an employee you can enjoy such benefits as:

  • Awarded Winner 2022 Best Place To Work List
  • Employee discount on your electricity and gas, discounts on major brands and products
  • Energise Program - flexible working that is team centric enabling all individuals to agree and succeed together
  • Volunteer days off to help charities make a difference through volunteering and workplace giving schemes
  • Access LinkedIN Learning in-house free training platform for professional development
  • Option to purchase additional annual leave – up to 5 additional weeks per year
  • Generous discounts for goods & services via our employee benefits program
  • Excellent company culture, down-to-earth and friendly organisation - be authentic, bring your whole self to work!
  • We have an internal mobility program where our employees career development comes first
  • Generous 14-week parental leave
  • Health and well-being program – online yoga, pilates and Employee Assistance Program
  • State-of-the-art Melbourne office, stunning views only 3-4 minute walk from Southern Cross station
  • Inhouse Café and Onsite Tech Bar

About the team

The Energy Assist Team is responsible for working with our most vulnerable customers to assist and help resolve the impact of financial hardship by providing tailored payment solutions. We are passionate about building and delivering an exceptional experience for our customers. We are a small team, so teamwork is at the heart of everything we do. We have weekly coaching sessions, huddles, and team meetings so we can interact collaboratively and continuously look at ways to improve our services and processes for our customers. We have our team days in the office once a week.

About the role

As a Customer Welfare Consultant, you will be responsible for identifying customers who are experiencing financial hardship as defined under Energy Australia’s hardship policy. This will include identifying customers’ situations to understand their needs, organising payments plans, billing enquiries, advising on energy efficiency, liaising with internal and external stakeholders and finding creative solutions to resolve customer issues.

Key Accountabilities:

  • Servicing customers who have been identified as being in financial hardship
  • Ensure that hardship customers are managed with compassion and honesty
  • Providing hardship assistance to customers by creating awareness on community support programs and government financial assistance programs
  • Keeping compliant with Government regulations
  • Establish affordable but appropriate payment plans that are within the customer’s capacity to pay within EnergyAustralia’s credit and hardship guidelines
  • Provide customers with information relating to bills, services, prices and other relevant information such as community assistance programs

About You

You thrive working in a fast-paced environment and passionate about providing an exceptional customer experience. You must be very empathetic and understand the sensitive circumstances customers may be facing and can adjust your service skills as required. You must possess a strong work ethic, team spirit, positive personality, and patience. A creative problem solver with the ability to work within set parameters as well as a high level of attention to detail.

How to Apply

If you’re ready to join us ‘doing - not just dreaming’ towards a sustainable, reliable, and affordable energy future for all, click the 'Apply’ button before 31 May 2022 or for a conversation, please contact

Please note, the Pandemic COVID-19 Mandatory Vaccination (Specified Workers) Order 2022 (No. 6) issued by the Victorian Minister for Health on 12 April 2022, applies to all Victorian EnergyAustralia workers. Consequently, offers of employment for Victorian EnergyAustralia roles are conditional upon the successful candidate being fully vaccinated for Covid-19 (or fully vaccinated including a booster vaccine) at the time of formal offer, or having a recognised medical exemption at the time of offer and providing satisfactory evidence of the same.

We’re committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTQ+ employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone’s welcome.

Download the role position description

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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