Manager Business Customer Service
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 Manager Business Customer Service is an exciting 15 month max term opportunity in our Perth CBD office.
As a member of the Business Customer and Growth (BC&G) leadership team, you play an integral role in the strategic planning for this function, and the Customer business unit more broadly, as a member of the extended Customer Leadership Team.
You will lead the Business Customer Service Team who service the energy needs of non-contestable business customers. The purpose of your role is to lead delivery of exceptional customer experience, with ongoing continuous improvement, to a business customer portfolio of ~$200M per annum.
Job responsibilities:
- Lead the Business Customer Service team to achieve the delivery of service to non-contestable business customers, to the highest standard of customer excellence and strong operational efficiency.
- Contribute to a risk-aware culture where key risk factors and compliance obligations are understood and embedded into processes and practises for which you are accountable.
- Provide support for people and performance management activities within the Business Customer Service team, fostering a high-performing and values-driven team.
- Build strong internal relationships to ensure solutions, products and services are aligned to customer needs and support achievement of service and customer objectives.
- Oversee the coaching, mentoring and development of service agents to drive customer value and outcomes and deliver to customer service objectives.
What you will bring:
- Proven Leadership in Customer Operations: Extensive experience leading diverse inbound / outbound customer service teams, with a strong track record of improving customer experience and driving team engagement.
- Exceptional Stakeholder Engagement and Influence: Excellent interpersonal and negotiation skills, with the ability to build relationships and influence across all organisational levels.
- Expertise in Service Technology and Process Improvement: Strong knowledge of CRM systems, telephony, and digital integration, combined with a continuous improvement mindset to enhance customer effort scores and operational efficiency.
- Risk and Compliance Accountability: Demonstrated ability to implement robust quality control and risk management systems, ensure compliance with legislative and regulatory obligations.
- Qualifications and Industry Insight: A degree in Business, Social Sciences, or related discipline, with experience in the energy or utilities sector highly regarded, but not essential.
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 22nd August 2025, 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