Customer Care SME

Customer Care SME - 2 years fixed term contract – Sydney or Melbourne location

About Us:

Jemena is an Australian energy company who own and operate more than $12.4 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with these essential services every day.

We pride ourselves on our innovative approach, technical expertise, and dedication to safety, quality, and sustainability. Our Group’s over 3000 team members; consistently strive to make a difference in the communities we serve. 

About the Role 

At Jemena, we know that great customer care goes beyond answers — it’s about making people feel supported, heard and valued.

We’re looking for a compassionate and confident Customer Care Subject Matter Expert who brings heart, clarity and strength to complex customer situations. 

In this role, you’ll be the trusted, steady voice our customers turn to when they need guidance. You’ll work closely with teams across Jemena, building positive relationships that help us resolve issues with fairness and empathy while ensuring our commitments to customers and communities are upheld.

You’ll also take the lead on matters raised through third parties (including the Energy Ombudsman), helping navigate outcomes that balance customer needs with Jemena’s values. Your ability to connect, collaborate and communicate will help strengthen trust in the services that power homes, businesses and communities. 

What You’ll Be Doing

• Drawing on your experience resolving complex complaints with calm, confidence and care — even in moments of conflict.
• Using your strong, considered negotiation skills to achieve fair and respectful outcomes.
• Communicating with warmth and clarity across diverse teams and customer groups, listening deeply and engaging openly.
• Identifying potential compliance concerns and addressing them with responsibility and professionalism.
• Spotting opportunities to improve how we support our customers — and helping bring meaningful change to life.
• Offering your expertise generously to colleagues, lifting others up while strengthening Jemena’s customer care capability. 

About You

• You’re currently working in customer service, customer advocacy or claims within a regulated industry (e.g., utilities, financial services or telecommunications).
• You’re proactive, adaptable and bring an optimistic, solutions-focused approach to your work.
• You’re driven by a commitment to service excellence and creating experiences where customers feel understood and supported.
• You’re resilient, grounded and able to stay empathetic even during challenging situations.
• You’re organised, able to prioritise effectively, and confident working to tight deadlines while maintaining accuracy and warmth. 

This role can be in either Sydney or Melbourne  

Why you should come and work for us 

Our people are our energy source and we offer meaningful benefits and rewards that work for you. We offer the opportunity for long term career growth as part of our talent development and succession planning process. 

Join our team and make a meaningful impact toward Australia’s “Net Zero” targets through the delivery of critical infrastructure projects and be a part of our journey to shape the future of the energy and utilities industry. 

We are committed to developing a diverse and inclusive workforce that reflects the communities we are part of. We welcome applications from people of all ages, backgrounds, abilities, and identities. At Jemena, you belong. 

Recruitment Process 

During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks and a national police check. Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms or third parties. Interested candidates are welcome to submit their application independently.