Energy Specialist

Job Description

Even if you haven’t heard of Energy Queensland you might know our operational brands - Energex, Ergon Energy Network, Ergon Energy Retail and Yurika. As a group, we are growing rapidly and as part of the Queensland Energy and Jobs Plan (QEJP), actively helping to advance the energy transition towards net zero.

We currently have 17 x permanent, full-time opportunities for Energy Specialists to join our Customer Service Centre in Rockhampton.

If you’re looking for a role where you’ll be empowered to take ownership of the end-to-end customer experience, have the ability to drive positive change, make decisions, think on your feet and outside of the box, in the pursuit of achieving exceptional customer service outcomes for our customers, we want to hear from you.

About your new role:

As an Energy Specialist, you work as a crucial part of our Retail Customer Service Centre and are responsible for providing high-quality customer service to our diverse customer enquiries.

Following your completion of 3 weeks full-time training, you confidently provide end to end customer service solutions across multiple channels, using our new Kraken technology.

Your daily interactions involve working through the full range of customer service-related enquiries including but not limited to, billing and payments, metering enquiries, moving requests, hardship, collections, complaints and general customer education.

You’re scheduled to work on a varying roster from 7.30am to 5.30pm, Monday to Friday. Below are the available roster options:

  • Permanent, full-time – 36 hours per week – 9-day fortnight
  • Permanent, full-time – 40 hours per week – 10-day fortnight

IMPORTANT NOTE: If you’re successful, you must be available Monday to Friday, from 8.00am to 5.00pm, for a 3-week period starting Monday, 26 August 2024 and ending Friday, 13 September 2024 to undertake training. This training block is mandatory prior to commencing as an Energy Specialist.

The commencing remuneration for your new role is from $87k plus 14.75% super for a 9-day fortnight and from $100k plus 14.75% super for a 10-day fortnight.

Why choose to work for us?

It’s an exciting time to join us and to be involved in the energy sector, so consider us for your next career move, where you can experience:

  • Secure employment backed by a strong collective agreement, with yearly EBA increases.
  • Strong superannuation of 14.75% and the ability to earn more with salary sacrifice co- contributions.
  • Opportunities for skills and career advancement with access to ongoing training and leadership programs and capacity to build and grow your skills.
  • Healthy work life balance on a 9-day fortnight roster, more time for you.
  • Generous leave entitlements, from annual leave and cultural diversity leave to long service leave and special leave for various personal and community commitments.
  • A chance to give back with a paid employee volunteering program allowing our employees to support communities across QLD.
  • Support and guidance with access to 24/7 Employee Assistance Program for EQL employees and their immediate family members, and a mentoring program for professional support and guidance.
  • A Safety-First culture, the safety of our people, customers and communities is a core priority.
  • Reward and recognition with an internal reward and recognition program that includes an annual celebration of excellence.
  • Diversity and Inclusion where all employees can contribute towards multiple diversity and inclusion initiatives across our business.
  • Need wheels? Salary sacrifice options available for novated leases for personal use.

About you:

You’re a seasoned customer service professional with current frontline experience.

You have excellent written, verbal, and interpersonal communication skills with a demonstrated ability to engage with customers across multiple platforms including email, social media, and telephone.

You have sound computer skills and are proficient in the use of Microsoft Office Suite. With this, you also have the ability to effectively use and gain expertise in relevant systems, programs and software for call centre operations.

You’re able to interpret information and data to understand customer issues or enquiries and provide mutually agreeable solutions.

You have a demonstrated ability to use sound commercial judgement to improve customer experiences, taking into consideration risk and regulatory frameworks, and acting within your delegation of authority.

You effectively manage challenging situations, and you understand you’re responsible for your own future by working hard to achieve goals.

Most importantly, you strongly align with our values: We’re Safe – We Belong – We Grow – We Deliver.

How to apply:

If you’re ready to help us shape the future of our Retail business, please apply by completing the online application form and uploading a current resume. Please note a cover letter isn’t required.

You’ll receive an email confirmation if your application has successfully submitted.

If you don’t complete the online application form, your application won’t be considered.

Applications close: 5.00pm, Sunday, 14 July 2024.

IMPORTANT NOTE: We’ll be reviewing applications in real time. If you’re successful in progressing to the next stage of the recruitment process, you’ll be invited to complete a one-way video interview. Please monitor your emails for correspondence (including checking your junk/spam/clutter folders) for this invitation as it will come from our service provider – Vieple – and is time sensitive.

About us:

Ergon Energy Retail is part of the Energy Queensland group of companies, 100% owned by the state of Queensland. Ergon Energy Retail is our electricity retailer, responsible for selling electricity to customers throughout regional Queensland.

We’re currently in an exciting phase with a significant transformation underway. We’re changing how we operate and serve our customers to become a contemporary retailer and quickly to adapt to the customer’s needs. Working in the Retail Division, you’ll get to experience a part of our business which is at the heart of delivering outcomes for our customers and the community both now and into the future.

We value the differences individuals contribute to our workforce and encourages a diverse range of applicants to apply.