_{13th February, 2025}

Location: Melbourne or Morwell
Job Type: Permanent
Organisation: SEC

• Become part of the solution to climate change, accelerating Victoria’s renewable energy transition.
• Join a ‘for purpose’ government-owned energy company that empowers its people to make a difference.
• Opportunity for an experienced Customer Relationship Specialist to support the SEC C&I team.

Do work that makes a difference 
  
More action is needed to reduce emissions and manage climate change. At the SEC, we are building an enterprising and dynamic team to accelerate Victoria’s transition to renewables and help achieve Victoria’s renewable energy target of 95% by 2035. We are working together for renewable, affordable reliable energy for all Victorians.
  
Your role 
As Customer Relationship Specialist, you will be responsible for servicing the SECs portfolio of Commercial, Industrial and Government customers. This will involve being a direct frontline contact for customers via phone and email, resolving customer queries or service requests. This role will also support Business Development Managers and Account Managers in operational and administrative tasks that support the sales process and end-to-end customer journey.
  
The focus of the role will be on successfully contributing to the implementation of the transition plan for SEC’s foundational government customers and achieving a smooth onboarding. This includes establishing relationships with key contacts within our Government customers and making valuable contributions to the refinement and embedding of SEC processes that support best-practice customer experience. The role will also support the successful onboarding of the SECs first C&I (non-government) customers and meeting targets for Customer Satisfaction Survey outcomes.
  
This role can be based in Melbourne or Morwell.
  
What you will do:
Core accountabilities include:  

• Proactively review and design processes to optimise customer experience and improve efficiency of SEC customer team
• Design and implement key touchpoints on the customer journey with a view to maximising customer satisfaction and reducing hand off points
• Ownership of all frontline customer service duties for SEC customers with an emphasis on first contact resolution where possible
• Monitor and triage email and phone contact from customers and brokers, handling, distributing or escalating actions as required
• Where enquiries are unable to be resolved at the first point of contact, act as a conduit between the customer and the operations and billing team to action customer requests e.g. new connections, roll ins and roll outs, management of invoice disputes etc
• Provide administrative and operational support to BDMs and Account Managers ensuring high quality service is delivered to customers, and supporting the sales and tender response processes
• Liaise with brokers and support Business Development Managers to facilitate tender responses
• While interacting with customers identify potential opportunities for promoting demand response and behind the meter assets and refer leads to Energy Solutions team.  

Who you are: 
Must Have:
Your capabilities and areas of expertise that matter most for this role are:

• Experience in a customer facing role in the C&I segment of the Australian electricity industry
• Understanding of procedures for actioning various service orders and change requests in the market
• Understanding of electricity contracts and products in the Australian marketplace
• An exemplary customer manner and tone in verbal and written communication
• Strong organisational skills, attention to detail, time management and task prioritisation
• Collaborative nature and ability to work across multiple teams to achieve outcomes for customers
• Intermediate Microsoft Excel skills. 

Highly Desirable

• Understanding of demand reduction products and behind the meter assets
• Understanding of C&I renewable energy products. 

Our empowered workforce 
A career with us means you’ll be joining a new and vibrant ‘for purpose’ government-owned renewable energy company that:  

• Empowers you to influence how we accelerate Victoria’s renewable energy transition and decarbonise our economy.
• Inspires you through meaningful, challenging work in an environment that encourages leadership and an entrepreneurial spirit.
• Supports your growth through career advancement and professional development opportunities.
• Provides hybrid work arrangements, with flexible work options to meet individual circumstances, providing greater choice and autonomy. 

About us  
We have an exciting and ambitious road ahead with a focus on: 

• Investing in renewable energy and storage projects that accelerate the transition and deliver commercial returns.
• Supporting households to go all electric to reduce their emissions and energy bills.
• Building the renewable energy workforce our energy transition requires.   

We’re partnering with industry to transform the energy sector, opening the state up for further innovation and investments in renewables. This includes an initial $1 billion towards delivering 4.5 gigawatts of power through renewable energy and storage projects.
  
We will also play an important role in helping Victorian households to reduce their energy bills and emissions by offering simple and effective solutions to help them switch to electric.
  
The energy transformation will create thousands of jobs. The SEC will play a role in attracting and training our future renewable energy workforce, including through the SEC Centre of Training Excellence.
  
How to Apply
We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are also deeply committed to building an inclusive workplace that embraces diversity and people with disability, people from the LGBTIQ community, and people from culturally diverse backgrounds. We strive to create a respectful and collaborative workplace culture that allows all employees to thrive.
Confidence can sometimes hold us back from applying for a job, but we recognise that there’s no such thing as a ‘perfect’ candidate. At the SEC we offer more than a job. We provide a platform for growth, encouraging you to bring your whole self to your role. However you identify and whatever your background, please apply if this is a role that excites you.
For further information and to explore this opportunity further please contact sec.careers@secvictoria.com.au
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Please click the ‘Apply Now’ button. As part of the application process, you will need to provide a copy of your resume and/ or a cover letter (optional) addressing how your skills, knowledge and experience will be relevant to this role.
Applications close on Friday 28th February 2025.
  
Other things to know

• Applicants must be an Australian citizen, permanent resident or hold a valid work permit to be eligible to apply.
• To receive this information in an accessible format (such as large print or audio) or if you require any reasonable adjustments during the recruitment process, please reach out to sec.careers@secvictoria.com.au
• The SEC affirms that the collection and handling of applications and personal information will be consistent with the requirements of the Privacy and Data Protection Act 2014.

  

Apply For Job