Specialist Consultant - Community Liaison
Date: 09-Jul-2018
Location: Adelaide, SA, AU
Company: Origin Energy Services Ltd
- Customer Advocacy and Support team
- 12-month Limited Term Contracts
- Location: Adelaide, Central CBD location
- Application close date: 23rd July 2018
Origin - Australia's Leading Integrated Energy Company
An integral part of Australia’s energy future, we explore, produce, generate and sell energy to power millions of Australian homes and businesses every day, keeping them going and growing.
Origin is the largest energy retailer in Australia, and with 4.3 million customers we’re constantly evolving and changing to better suit their needs. Our activities include power generation, energy trading, the sale of LPG, electricity, natural gas and solar as well as the development of new and emerging technologies. Consider your possibilities with Australia’s leading integrated energy company.
The Role
Our Retail Customer Advocacy & Support team have several opportunities for Specialist Consultants to join our team in Adelaide.
Reporting to the Customer Payment Solutions Team Leader, you will be responsible for providing support to vulnerable customers experiencing financial difficulty, to assist them in achieving a sustainable financial solution in relation to their energy needs. You will be required to interact with external Community partners and financial counsellors on a daily basis, assisting them with their client requirements and energy efficiency information.
Duties and responsibilities will include:
- Working with customers who are new to the Hardship program to establish their eligibility and set up appropriate payment plans
- The ongoing case management and review of customers on the program to ensure that payments are manageable and appropriate in relation to the customer's current usage and debt level
- Assessing existing hardship customers who are facing disconnection due to broken payment plans and determining the next course of action
- Assessing reconnection customers to determine if there is a case of hardship and negotiating their debt repayment terms and on-going payment plan, based on the customer's individual situation
Is This You?
The key to your success will be your ability to analyse and assess each case on an individual basis. You will need to be very analytical in your approach and use your investigative skills to determine the most appropriate support for the customer.
You will need to consider both the customer's situation as well as the business requirements to devise a payment plan that meets the needs and interests of both sides. Your ability to negotiate and influence here will be key to your success. You'll need to be a strong communicator who can display resilience and empathy when faced with some very challenging and emotionally-charged customer situations.
Experience working with Hardship customers, financial counselling or a Credit and Collections environment is an advantage.
We embrace the diversity of our people and flexible working arrangements to ensure our workforce is representative of the communities that we serve.
Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
Make an impact on Australia's energy future
If dynamic and challenging career opportunities and workplace flexibility are important to you, go with the employer that thinks differently.
Our story | Origin Energy
For more information contact Dee Channon at dee.channon@originenergy.com.au
Job Requisition: 66521