Overview
Synergy (Electricity Generation and Retail Corporation) – Perth WA. We're leading Western Australians to their intelligent energy future, and we want you to be part of it. We're Western Australia's largest electricity generator and energy retailer, supporting 1.2 million customers across the state. We're investing in renewable energy projects, including wind farms and big batteries, to build a more sustainable and reliable future. Our Big Battery is 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 are a purpose-driven organisation, owned by the people of WA, committed to ensuring all Western Australians have access to secure, reliable, and sustainable energy. We believe the benefits of renewable energy are for everyone.
This is where you come in.
Role Description
The Case Manager positions are newly created opportunities in our Vulnerable Customer team based at our Perth Central Park office. These roles support customers who may be experiencing vulnerability, ensuring they feel heard, supported and empowered throughout their interactions with Synergy. Operating within a dedicated and purpose‐driven team, Case Managers contribute to creating a safe, compassionate and customer‐centred environment.
As part of Synergy's broader commitment to delivering meaningful outcomes for the community, the Case Manager roles focus on building trusted relationships with customers and helping them navigate challenges impacting their ability to manage their energy needs. The team works with internal and external partners, strengthening connections between customers and the services, resources and information available to them. These positions offer the opportunity to be part of an evolving function instrumental in shaping Synergy's approach to vulnerability support. Case Managers play a vital role in enhancing customer wellbeing, uplifting energy literacy and contributing to a more sustainable, inclusive and supportive customer experience.
Job Responsibilities
* Provide one‐to‐one case management support to customers experiencing vulnerability, ensuring an empathetic and customer‐centred experience.
* Manage an active caseload, including inbound and outbound customer engagement across phone and face‐to‐face channels.
* Conduct hardship assessments, support customers through Synergy's credit and payment processes, and facilitate access to financial assistance programs such as HUGS.
* Empower customers to improve their energy literacy and confidence in managing their energy needs through education and guidance.
* Collaborate with internal teams and external community partners to connect customers with additional services and supports, ensuring alignment with regulatory and compliance requirements.
What You Will Bring
* Completion of Year 12 (or equivalent), along with strong interpersonal skills and a proven ability to provide compassionate, customer‐centred support.
* Experience working effectively with diverse groups and an understanding of the socio‐economic factors impacting vulnerable or disadvantaged communities.
* The ability to exercise sound judgement, make logical and accountable decisions, and remain composed when supporting customers in sensitive situations.
* Strong relationship‐building and communication skills, with the capability to engage customers respectfully and support them to build confidence and understanding.
* A collaborative, quality‐focused approach with the ability to work within compliance frameworks and contribute positively to team culture.
Benefits and Inclusion
As a Synergy employee, you'll have access to a range of benefits designed to help balance work and home life, support health and wellbeing, and provide professional development opportunities. Examples include:
* Flexible work arrangements
* Generous paid parental leave
* Other leave options including reproductive and purchased annual leave
* Volunteer leave to give back to the community
* Learning and development opportunities
We're committed to creating an inclusive and diverse workplace where everyone can thrive. We're recognised as an inclusive employer by the Diversity Council of Australia and welcome applications from individuals of all backgrounds, including those from underrepresented groups. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
Applications close 13 March 2026; Synergy reserves the right to close applications when a suitable pool of candidates is identified.
#J-18808-Ljbffr