30th April, 2026
Do work that makes a difference
The SEC is 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
Join the SEC and play a key role in helping deliver Victoria’s renewable energy future. As a Customer Support Advisor, you will be the frontline voice of our customer service team, supporting Victorian consumers and SEC endorsed installers across phone and online channels. This is a rewarding opportunity for someone who enjoys helping others, building positive relationships and providing outstanding service during important moments in a customer’s electrification journey.
In this role, you will provide accurate, timely and empathetic support to assist customers with enquiries, resolve issues and guide them through available solutions. Working closely with the Customer Advisory Team Leader, you will contribute to a high-performing, customer-first environment focused on delivering consistent, high-quality service outcomes. You will also play an important part in supporting fair and accessible energy solutions for communities across Victoria.
This role is a 12 month fixed term contract.
This role can be based in either our Melbourne CBD office or our regional office located in Morwell.
What you will do:
Core accountabilities include:
Customer Service Delivery
- Respond to customer and stakeholder enquiries across phone, email and digital channels with clear, accurate and timely support, aiming for first contact resolution and simple next steps.
- Use knowledge bases, policies, scripts and workflows to deliver consistent, compliant service.
- Maintain accurate case notes and records while navigating multiple systems to support customer and installer interactions end to end.
Technical Support & Problem Solving - Troubleshoot issues relating to applications, portal access, documentation, scheduling and service processes, escalating complex matters through established pathways.
- Identify recurring issues and document insights to support continuous improvement and service enhancements.
Operational Delivery - Meet performance expectations across adherence, quality, accuracy and productivity metrics.
- Participate in daily stand-ups, team huddles and performance updates.
Continuous Improvement & Service Transformation - Identify process gaps, customer pain points and system issues, raising opportunities for improvement.
- Support the testing and rollout of new tools, systems, One Stop Shop enhancements and training content as required.
Collaboration & Stakeholder Engagement - Work collaboratively with installers, internal teams and external providers to resolve enquiries efficiently and support cross-functional improvement initiatives.
Risk, Compliance & Governance - Comply with privacy, data handling and regulatory requirements, identifying and escalating risks or compliance concerns in line with SEC procedures.
Who you are Experiences and Skills:
Must Have:
- Experience in customer facing or contact centre environments.
- Strong communication skills (listening, verbal and written) with the ability to convey complex information simply.
- Demonstrated problem solving ability and a commitment to customer first principles.
Ability to work in a fast paced, high-volume environment while maintaining accuracy and empathy. - Competence in navigating multiple systems, following structured processes and documenting customer interactions clearly.
- A collaborative mindset and willingness to learn and adapt in a dynamic, evolving environment.
Highly Desirable:
- Experience in energy, utilities, government or regulated environments.
- Experience across multi-channel support settings (phone, email, digital messaging).
- Familiarity with digital platforms, CRMs or customer portals.
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 around 3 days working in Melbourne or Morwell, 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.
The organisation is 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 – the equivalent replacement capacity of coal-fired power station Loy Yang A, which is set to close in 2035.
The SEC 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.
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
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.
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
Data Collection SEC engages a third-party recruitment provider to assist with applications and assessments. This may include collecting information such as your contact details, employment history, qualifications, referee details, and assessment results (including psychometric test results, which may constitute sensitive information).
Your personal information is collected and used for the purpose of assessing your suitability for employment and managing the recruitment process. By submitting your application, you consent to SEC and our recruitment provider collecting, using, and disclosing your personal and sensitive information for these purposes.
SEC and its service providers will handle your information in accordance with applicable privacy laws and SEC’s Privacy Policy, available online at https://www.secvictoria.com.au/privacy-policy . You may request access to, or correction of, your personal information by contacting SEC at privacy@secvictoria.com.au.
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