Head of Vulnerable Customer
Perth
We're leading Western Australians to their intelligent energy future.
And we want you to be part of it.
You might know us as Western Australia's largest electricity generator and energy retailer, supporting 1.2 million customers across the state.
But what you might not know, is that we’re investing in renewable energy projects, including wind farms and big batteries, to help build a more sustainable and reliable future.
Our Big Battery is now live in Kwinana, we’re expanding the Warradarge Wind Farm, the WA EV Network has launched, and we have many other projects in the works.
We're a purpose-driven organisation, owned by the people of WA. Our commitment is to ensure all Western Australians have access to secure, reliable, and sustainable energy.
We believe that the benefits of renewable energy aren’t just for some, they're for everyone.
This is where you come in.
Role Description:
The Head of Vulnerable Customer is an exciting opportunity in the Customer Business Unit based at our Perth CBD office.
Your position is part of the senior leadership team in Customer and plays an integral role in the strategic planning of this business unit. You are a member of Synergy's senior leadership team (SLT), executing the corporate strategy, leading people, and role modelling culture.
While this is primarily a strategic leadership role, it also involves overseeing day-to-day operations, driving service innovation, enabling workforce development, managing risk and compliance and engaging stakeholders to ensure high-quality and impactful services.
As the head of the vulnerable customer function, this position holds end-to-end accountability for the design, delivery and compliance obligations of hardship and vulnerable customer services and solutions. This includes leading customer-centric case managed programs, debt management and collection strategies, and governance frameworks that ensure regulatory compliance, improve customer outcomes that align with Synergy’s broader commitments to social value and sustainable energy provision.
Job responsibilities:
- Lead the ongoing development of the strategic plan to align the care of vulnerable customers with Synergy’s customer-centric approach, sustainability objectives and social value framework.
- Oversee the delivery of services and support that uphold best practice standards for both customer care and workforce wellbeing, driving positive outcomes and maintaining high service quality across all across all functions related to Vulnerable Customer
- Build and sustain strong partnerships with community organisations and external providers to enhance support pathways for vulnerable customers.
- Ensure risk and compliance management practices are fully aligned with organisational policies and regulatory requirements.
- Manage the credit and risk portfolio, balancing business sustainability with customer support through effective debt management and collections strategies.
What you will bring:
- You are a strategic leader with a demonstrated ability to shape and drive service delivery strategies through a collaborative leadership approach, effectively managing complexity and financial metrics.
- Proven experience in a senior leadership role in client or customer-facing services is essential, with a strong track record of overseeing complex service operations to enhance effectiveness and implement best practices.
- Demonstrated experience in risk management, compliance, governance and regulatory compliance within a highly regulated environment with strong understanding of regulatory frameworks governing credit management, debt recovery, and customer hardship support.
- Proven skills in credit and risk portfolio management, with a focus on effective collection strategies, debt management and mitigation of financial risks.
- Tertiary qualification in Law, Health, Social Sciences, Commerce, or Business or a related field desirable.
So, what's it like working for Synergy?
As one of Australia's most trusted utility brands, we value our customers, the community we operate in, and our people. When you work with us, you'll be joining an inclusive and proactive organisation, one that enables innovative thinking, accountable leadership, and collaboration. It's how we're creating an exceptional workplace, and we want you to be part of it.
At Synergy we have a wide range of benefits designed to help you balance your work and home life, support your health and wellbeing along with having access to professional development opportunities.
Here's a just a few of the benefits you'll have access to as a Synergy employee:
- Flexible work arrangements
- Paid parental leave for primary and secondary caregivers
- Other leave options including reproductive and purchased annual leave
- Volunteer leave so you can give back to your community
- Learning and development opportunities.
More details can be found here
At Synergy we believe in creating an inclusive and diverse workplace where everyone can thrive and feel a true sense of belonging. We're proud to be recognised as an inclusive employer by the Diversity Council of Australia. We celebrate our diversity and warmly welcome applications from individuals of all backgrounds, especially those from underrepresented groups.
Section 51
“Synergy is committed to improving employment opportunities and outcomes for Aboriginal and Torres Strait Islander people. As a measure to achieving equality, Section 51 of the Equal Opportunity Act 1984 (WA) and section 8(1) of the Racial Discrimination Act 1975 (Cth) will apply to this vacancy. We welcome applications from anyone who has the demonstrated skills and experience to successfully perform this role. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.”
Have we sparked your interest? We hope so. It’s an exciting time for energy in Western Australia – and you’re connected to it.
Click 'Apply' below to get started with your application.
Applications close Friday 25th July, however Synergy reserves the right to close applications when a suitable pool of candidates is identified.
Need some help?
Get in touch with our Talent Acquisition team at recruitment@synergy.net.au