Are you passionate about renewable energy and eager to make a positive impact and generate change? Do you thrive in a supportive and collaborative work environment where your contributions are valued and recognised? If so, we have the perfect opportunity for you!
About Diamond Energy, an Energy Bay Brand
Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry.
Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Founded on the values of innovation, value creation and social responsibility, Energy Bay is backed by impact capital from Australia’s largest private financial sponsors, including Grok Ventures, Soletto and Skip Capital.
An exciting opportunity (Full-time role) has arisen for the role of Complaints & Hardship Specialist at Diamond Energy, an Energy Bay brand.
Diamond Energy prides itself as a leading renewable energy, electricity retailer that is rated 5 stars in the Green Electricity Guide by Greenpeace and earned a CHOICE recommendation in 2023! We are dedicated to providing sustainable and clean energy solutions to our customers. As a growing company with big dreams, we offer an exceptional working environment where you can expand your experience and be part of a meaningful mission to create a greener and cleaner future.
We are looking for a dedicated, empathetic, pragmatic and commercially driven Complaints and Hardship Specialist to join our dynamic team. This role would be responsible for investigating and resolving more complex customer enquiries and complaints. Additionally, this role would be taking on added responsibilities including maintaining regular customer service, responding to customer enquiries, and contact with customers that are experiencing financial hardship, arranging suitable payment plans, and identifying external financial assistance such as government grants.
The successful candidate will be seeking to step up and build upon their customer complaints handling experience and will possess excellent communication and problem-solving skills.
To learn more about Diamond Energy, please visit https://diamondenergy.com.au/
Energy Bay Culture
Energy Bay has a distinctly unique, transparent, and constructive company culture. We are a team focused on maximising the scale and impact we create in the energy transition. We are seeking to build on our existing culture and create a diverse team with wide range personal and professional experience, with a long-term focus on execution and the highest standards of delivery.
Our Vision: Generating Change
Our Mission: Your partner in delivering decentralised net zero energy solutions
Our Values: Zero Harm | Enduring Solutions |Customer Driven |Trusted Partner
As a Complaints & Hardship Specialist with Diamond Energy, you will be responsible for:
• Responding to escalated customer calls that require investigation/problem solving
• Assisting customers that are eligible for entering hardship and tailored assistance programs including escalated payment plants
• Monitoring customers that are classified as tailored assistance and standard assistance, including routine reviews in CRM
• Assessing customer eligibility for various forms of government assistance (including URGS, vouchers)
• Monthly reporting of hardship and tailored assistance
• Updating customer and lead status in CRM and associated customer tracking systems
• Identify opportunities to improve processes and or services for complaints management and hardship (including tailored assistance and standard assistance)
• Effectively answer inbound customer calls and follow up on email queries, with focus on customer retention and enhanced customer experience
• Negotiate customer payment plans and facilitate payments within business rules
• Work with our other teams across the business to help deliver a great end to end customer experience
You will be successful in the role if you possess:
• Exceptional customer service skills, customer focus ethic and empathy
• Excellent verbal and written communications skills and active listening skills
• Well-developed problem solving skills
• Attention-to-detail, process and outcome-focused
• Ability to multi-task and follow through on commitments
• Effective at engaging and empathizing with customers through enquiries and operational processes including the ability to identify and manage exceptions in a timely and
proactive manner.
• General IT skills including working knowledge of MS Excel, Word, Outlook and CRM systems
• Ability to work as part of a close-knit team in a dynamic and growing business with a strong interest in renewable energy
You’ll love working here because:
• We believe in responsibility and reward you for taking initiative
• We’re a successful, fast-growing company with an entrepreneurial vibe
• We love to promote internally and offer development opportunities
• Comprehensive training and mentorship from experienced professionals
• New office location, with stunning panoramic views, close to Burnley train station
• We have a great work culture, come and join our team!
By joining our team, you’ll be contributing to supporting renewable energy. Your work as a Complaints & Hardship Specialist will directly impact our ability to help our customers live greener and cleaner.
Diamond Energy prides itself on being a diverse and an equal employment opportunity employer.
