Customer Service Specialist (Vulnerable Customers - Casual Role)

As a member of the customer experience team, you will be part of our Accounts and Compliance squad:

• Provide high-quality customer support across billing and account enquiries, with a strong focus on customers experiencing financial hardship, family and domestic violence (FDV), and those eligible for concessions.

• Manage inbound and outbound customer communications via phone, email, and other channels, delivering clear, compassionate, and solutions-focused service.

• Manage and administer financial hardship programs in line with regulatory obligations and company policy, ensuring customers are offered sustainable and realistic solutions.

• Assess customers' financial circumstances with empathy and accuracy to determine appropriate support options, including payment plans, extensions, and tailored assistance programs.

• Identify and support customers affected by family and domestic violence, applying safe communication practices, maintaining strict confidentiality, and implementing appropriate account protections.

• Process and validate concession applications, ensuring eligibility criteria are met and applied correctly to customer accounts.

• Process and manage life support customers, including accurately managing registrations and deregistrations.

• Investigate and resolve account disputes and complaints in a timely manner and assist with escalations from other teams.

• Educate customers on wholesale rates, tariffs, controlled load, solar feed-in credits, and usage patterns.

• Monitor and escalate recurring account issues or system errors and communicate them clearly to the wider team.

You will:

• Educate our customers on Amber's product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk

• Handle a consistent volume of inbound/ outbound customer calls or emails professionally and work to resolve customer queries promptly in regards to account changes, concessions and financial hardship

• Consistently achieve KPI targets and maintain required quality assurance standards.

• Work closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience

• Support your teammates and the wider Amber team with questions flagged in internal channels.

• Ensure all interactions comply with energy regulations, privacy policies, and company standards.

• Experience working in fast-paced organisations

• Experience working with vulnerable customers facing hardship or FDV

• Passion for technology, energy or the environment

• Experience in the energy sector

• We put the customer at the centre of everything we do. Whatever it is we are doing, it's always with a viewpoint that this will help our customers, whether that's 10,000 customers right now, or 1 million customers in the future.

• We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.

• Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.

• We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.

• We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn't working and double down on what is.

• We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.

• We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that's implementing a better process or developing a new technology to solve a problem faster.

• We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.

• At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment.

Some of the key traits we are looking for in this role:

• You're a problem-solver - you embrace challenges, think on your feet and work strategically to find solutions

• You're adaptable - you will be working in a fast-paced and changing environment and work well with ambiguity

• You're an excellent communicator - you know the right words and tone to use, whether you're explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder

• You're a people person - you love both working with people and helping people

• You're empathetic you care and want to understand customers' problems

• Experience in customer support, call centres, sales or another high-volume communication role

• Competency and willingness to speak directly with customers over the phone

• Effective communication and interpersonal skills

• A solid base of IT competence with experience with Microsoft Office Suite