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Customer Contact Officer
part-time•Port Macquarie
About this role
We are unique
Essential Energy is an organisation that values your voice, empowers your autonomy, recognises the strength in diversity, and prioritises your well-being while offering attractive remuneration and benefits. Take pride in having a meaningful impact on regional, rural and remote communities while being a pivotal player in the energy industry's future.
About the role
We are currently recruiting multiple Customer Contact Officers to join our Customer Contact Team.
This role will be based within the Essential Energy footprint with the ability to work from home in a hybrid work environment.
As a Customer Contact Officer, you’ll be the first point of contact for customers experiencing outages or network issues. You will need to demonstrate genuine empathy while maintaining professional boundaries, adapt quickly to changing situations, and consistently deliver accurate, high-quality service - even under pressure.
The Customer Service Branch is responsible for delivering efficient customer service and managing relationships with customers, retailers, and key stakeholders. The branch also ensures compliant and efficient interactions with the Australian Energy Markets and its participants.
We have multiple opportunities available within our team, working as part of a rotating shift roster to support 24/7 operational coverage. The following positions are currently open:
Fixed Term Contract Opportunities 12‑Month Duration
Full‑Time 38 hours per week
Part‑Time 24 hours per week
Permanent Part‑Time Opportunities:
Part‑Time 24 hours per week
Part‑Time 28 hours per week
These roles are suited to candidates who thrive in a dynamic, customer‑focused operational environment and who are able to work across a 24/7 shift roster.
Key Responsibilities
Provide prompt, efficient, and courteous service across multiple channels (calls, webchat, email).
Demonstrate cognitive empathy and maintain emotional boundaries when handling customer concerns.
Apply operational accuracy and cognitive flexibility to manage complex inquiries and adapt to changing priorities.
Maintain compliance with regulatory requirements and internal policies.
Contribute to continuous improvement initiatives and team development.
Experience
Knowledge and understanding of relevant policies and procedures.
Demonstrated problem-solving and negotiation skills when handling stakeholder enquiries and complaints.
Experience working on a rotating roster and flexibility with shift arrangements.
About You
Our ideal candidate is resilient, self-motivated, and thrives in a fast-paced, collaborative environment. You will participate in realistic job previews and scenario-based assessments as part of our recruitment process, ensuring you have a clear understanding of the role’s challenges and rewards.
Skills & Attributes
To excel in this role, you will bring
Effective communication and customer service skills.
Proven ability to self-regulate under pressure, meet performance targets, and manage a varied workload.
Problem-solving and conflict resolution skills.
Ability to handle sensitive and confidential information with tact and diplomacy.
Proficiency in navigating multiple information systems.
Strong time management and organizational skills to manage competing priorities.
Flexible team player, willing to collaborate effectively in a professional, busy, and diverse environment.
Required Qualifications
- Certificate III in Customer Contact or demonstrated capability through past employment experience and/or relevant qualifications.
Why Essential Energy
Essential Energy provides employees with a broad range of employee benefits through our corporate partnerships with organisations such as Qantas, Optus, nib and Mildura Health Fund. You will also gain access to our Health and Wellbeing programs including fitness passport. Visit our employee benefits page for more information.
We are proud to be recognised as a WORK180 Endorsed Employer for All Women.
An energy network doesn’t just keep the lights on… it’s a living network that needs to adapt to new and emerging energy generation technologies while still meeting the energy needs of customers.
It requires innovation, commitment, and collaboration to bring people together to solve the energy delivery challenges of the modern world.
Your potential will be realised, and you’ll feel a real sense of purpose and satisfaction knowing you have a pivot role to play in delivering the energy of the future to the people who need it today.
For further information, please contact Zachary Hooker, Contact Centre Lead, on 0474 720 443.
Applications close Tuesday, 3 February 2026 at 11:55 PM
Passionate people. Global thinking. Regional heart.
Building a better energy future.
Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.
As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.
At Essential Energy, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to Essential Energy (including alternate formats of application forms or alternate ways for accessibility). To discuss adjustment requirements, please contact [email protected] or call us on 1800 255 777.
What you'll do
- As a Customer Contact Officer, you will be the first point of contact for customers experiencing outages or network issues, providing prompt and efficient service across multiple channels. You will need to demonstrate empathy while managing complex inquiries and maintaining compliance with regulatory requirements.
About Essential Energy
Essential Energy builds, operates and maintains one of Australia’s largest electricity distribution networks, providing a vital service to over 900,000 customers across regional, rural and remote communities.
Our network footprint covers 95 per cent of New South Wales and parts of southern Queensland, traversing 737,000 square kilometres of diverse landscape from the desert to the coast, across alpine to sub-tropical.
Delivering safe and reliable power for our communities is at the core of what we do.
The poles and wires that line our streets deliver the energy that powers the homes, hospitals, schools and businesses that form our communities. But they can also allow for communities to generate, share and store their own electricity.
Through innovation and technology, we are actively supporting the energy transition by inspiring and enabling the network of the future.
Underpinning this is our commitment to the safety of our employees, contractors and the community. We strive to continuously improve our safety performance and we work with the people we serve to promote electrical safety awareness.
We're dedicated to giving back to the communities where we live and work.
Essential Energy, power and people you can rely on, now and in the future.
Ready to join Essential Energy?
Take the next step in your career journey
Frequently Asked Questions
What does a Customer Contact Officer do at Essential Energy?
As a Customer Contact Officer at Essential Energy, you will: as a Customer Contact Officer, you will be the first point of contact for customers experiencing outages or network issues, providing prompt and efficient service across multiple channels. You will need to demonstrate empathy while managing complex inquiries and maintaining compliance with regulatory requirements..
Is the Customer Contact Officer position at Essential Energy remote?
The Customer Contact Officer position at Essential Energy is based in Port Macquarie, New South Wales, Australia. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Contact Officer position at Essential Energy?
You can apply for the Customer Contact Officer position at Essential Energydirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.