Our client is an energy provider based in Southbank who are seeking an experienced Customer Experience & Resolution Officer who thrives in a fast‑paced environment, enjoys solving complex problems, and brings a calm, confident approach to customer conversations. If you're someone who can balance empathy with operational discipline, you'll feel right at home here.
What you'll be doing
You'll play a key role in investigating and resolving customer complaints, supporting the call centre, and ensuring every customer receives timely, accurate and fair outcomes. Your day will include:
- Managing inbound and outbound calls, email enquiries, and customer follow‑ups
- Handling escalated complaints end‑to‑end and communicating with relevant state ombudsmen
- Validating concessions, processing refunds, and supporting customers with hardship, life support and special‑needs enquiries
- Tracking, documenting and resolving customer, internal and external queries
- Preparing daily, weekly, monthly and quarterly reports
- Supporting workflow management and contributing to operational efficiency
- Identifying opportunities for process improvement and helping drive continuous improvement initiatives
- Completing ad hoc tasks such as mail collection, RTS processing and bank cheque handling
What you'll bring
- Experience in a call centre environment
- Energy retail experience
- Solid communication, problem‑solving and dispute‑resolution skills
- High computer literacy, including Microsoft Office and reporting tools
- Excellent time management and the ability to work independently
- A proactive, analytical mindset with a genuine "can‑do" attitude
- Confidence managing multiple priorities in a fast‑moving environment
How to Apply: Please submit your resume and cover letter outlining your relevant experience and suitability for the role. Press the "Apply Now" button or contact Kayla Densley on kay••••••••••@persolapac.com