Payment Assistance Lead

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia's fastest growing energy retailers. We own and operate a diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive and highly sought after energy products through our retail brands Tango Energy and Pacific Blue Retail. Here's your chance to be part of Australia's transition to renewable energy within our dynamic retail team.

The Payment Assistance Lead is responsible for leadership and business performance in managing and responding to customers experiencing financial or personal hardship in accordance with our policies and procedures consistent with and exceeding the requirements of applicable regulatory policies and codes. The role will also be responsible for the overall management and governance of payment arrangement solutions throughout Pacific Blue’s retail business ensuring process, controls, reporting and governance are implemented in line with business strategic targets and relevant regulatory guidance.

The Payment Assistance Lead is required to work closely with the Credit Manager - Retail business, in relation to debt recovery matters and be accountable for the development, implementation and monitoring of supporting strategies.

This is a permanent full-time role, located at either Melbourne or the Geelong Pacific Blue offices.

Key Responsibilities also include:

• Development, implementation and governance of payment assistance processes ensuring regulatory requirements are being met.
• Effectively manage relationships with any 3rd party vendors, and, or government agencies associated with the provision of payment assistance to vulnerable customers.
• Coordinate government funded assistance programs such as the Utility Relief Grant Scheme, Energy Accounts Payment Assistance, Home Energy Emergency Assistance Scheme, and the application of Concession Rebates to Customer accounts.
• Complete all actions required in a manner that meets or exceeds the organisation’s obligations under the Customer Charter, Hardship Policies and the Essential Services Commission’s Payment Difficulty Framework.

Knowledge and experience:

• Completed Year 12 or equivalent industry experience working with customers or clients experiencing financial or personal hardship.
• Contact centre leadership experience, including reporting, process management and development.
• Process development and improvement experience within the energy industry or payment assistance domain.
• Extensive knowledge of the Essential Services Commission and Australian Energy Regulator processes and policies to support customers facing Hardship and Family Violence, including a key understanding of the Victorian Payment Difficulty Framework
• Demonstrated understanding of the end to end credit and collections processes and its application within the Energy Industry .
• Knowledge of the Privacy Act, Hardship (all jurisdictions)
• Well-developed administrative and computer skills

Skills:

• Passionate about supporting customers.
• Demonstrated strong people/communication skills, ability to assist and have effective conversations with extremely vulnerable customers.
• Demonstrated leadership capability, with history of leading business process functionality.
• Ability to deal with conflict situations utilising sound negotiation skills.
• Self-starter who can demonstrate high initiative, an ability to manage multiple tasks and manages their time effectively to manage workload.
• Strong attention to detail with a high level of accuracy
• Excellent problem-solving skills.
• Ability to clearly explain and define issues/outcomes.
• Sound judgment and decision making skills.
• Strong analytical and troubleshooting skills

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts on Home Energy and Health Insurance
• Generous leave benefits
• Free parking at our Geelong office
• Melbourne office next to Southern Cross Station
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

Please note that the Pacific Blue recruiting team will be on leave over the Christmas/NY period and will respond to any queries from 6 January.

Pacific Blue won’t be taking any applications from recruitment agencies for this vacancy.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.