Life Support Officer
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 Life Support Officer is an exciting opportunity in our Vulnerable Customer team based at our Perth Central Park office. This role is responsible for managing all inbound and outbound life support enquiries, investigations, and transactions, ensuring a seamless and high-quality customer experience. Acting as a key escalation point, the Life Support Officer applies regulatory knowledge and operational expertise to resolve issues, maintain compliance, and deliver positive outcomes for vulnerable customers.
You will collaborate closely with internal teams and external partners to drive process improvements, develop standard operating procedures, and support operational readiness initiatives. Success in this role requires strong attention to detail, exceptional communication skills, and the ability to manage sensitive situations with empathy and professionalism. If you are passionate about delivering value, building relationships, and contributing to a customer-first culture, this role offers a great opportunity to make a meaningful impact.
Job responsibilities:
- Manage and process all life support tasks end-to-end, including inbound and outbound enquiries, investigations, and escalations, ensuring compliance and accuracy.
- Act as the primary escalation point for life support issues raised by business partners and provide reporting as required.
- Apply regulatory knowledge of energy market codes, legislation, and SLAs to monitor complaints and ensure adherence to compliance standards.
- Collaborate with internal teams and external partners to maintain quality, share knowledge, and implement remedial actions for process improvements.
- Develop and update standard operating procedures (SOPs) and internal communications to support operational readiness and continuous improvement initiatives.
What you will bring:
- 3+ years’ experience in frontline customer service and 1+ year in a specialist role managing critical escalations within a regulated compliance focused team.
- Strong written and verbal communication skills, with demonstrated ability to negotiate and manage sensitive conversations.
- Proven ability to build relationships and collaborate effectively, combined with attention to detail and strong organisational skills.
- Experience in high-risk, compliance-driven tasks and ideally exposure to the energy industry or related sector.
- A proactive, adaptable mindset with a focus on problem-solving and continuous improvement.
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
- Generous paid parental leave
- 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.
“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.
Please be aware that our application platform will be unavailable during the time listed below due to scheduled outages. During these periods, you will not be able to submit an application. We apologise for any inconvenience this may cause and appreciate your understanding.
Outage Schedule (AWST):
- Saturday, 10 January, 10:00 AM - Sunday, 11 January, 6:00 AM
- Friday, 16 January, 9:00 PM - Saturday, 17 January, 5:00 PM
- Friday, 30 January, 7:00 PM - Saturday, 31 January, 3:00 PM
Thank you for your patience as we work to improve our services.
Applications close 22 January 2026, 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.