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Customer Engagement Officer, Adelaide

Customer Engagement Officer

Adelaide

About ZEN Energy

ZEN stands for Zero Emissions Now. That is our call to action and arms for all those passionate about taking action to stop climate change and being part of Australia’s single greatest economy-wide change – the energy transformation.

ZEN is accelerating Australia’s path to becoming a renewable

energy Superpower and is Australia’s first energy company to have

a near-term science-based emissions reduction target in line with limiting global warming by 1.5°C.

About the Role

Reporting to ZEN’s Customer Relations Manager, you will be the first point of contact for ZEN Energy’s Retail Electricity Customers’ day-to-day enquiries. Working right at the forefront of our business, the Customer Engagement Officer is responsible for providing a fantastic customer experience to our valued clients with a friendly, process driven, and solution focused attitude.

What we will ask of you

CUSTOMER EXPERIENCE & CULTURE

• Professional handling of all phone, email & portal enquiries

• Identify and explore our customer needs through engaging with the regularly and forming strong relationships

• Make professional recommendations to all clients that are solution/data based

• Respond to all customer enquiries within a reasonable timeframe

• Actively engage on improving our team’s level of communication, productivity, and service

• Provide weekly updates on opportunities to improve the customer experience via customer satisfaction feedback

CUSTOMER SERVICE EXCELLENCE

• Mange payment enquiries, including allocation, reconciliation, and reporting

• Follow-up with customers, as required, on payments

• Manage roll-In/ Out Requests

• Billing Enquiries and updating of customer account details

• Deliver updates and reports to customers

• Understand general contract terms for respective customers

• Accurately capture and record of customer data in ZEN systems

IMPROVING OUR CUSTOMER SERVICE

• Identify improvement opportunities that will deliver a tangible, positive customer impact, and improve ZEN’s operational efficiencies through streamlining processes

• Help to create a culture that focuses on positive customer outcomes and performance in everything we do!

STAKEHOLDER RELATIONSHIPS

• Maintain peer and existing stakeholder relationships

• Demonstrate good communication, cooperation and coordination and active participation with the wider customer relations team and broader ZEN business, including finance, operations, billing and settlements departments.

As part of the ZEN team, you will be curious, have a bold imagination, strive to be your best in everything you do and be ready to laugh and have fun at work.

Education and Qualifications

• Recently completed an undergraduate degree in business or marketing.

Skills and Experience

• Ability to engage effectively with relevant internal and external stakeholders

• Passion and initiative, an eye-for-detail, and be outcome driven

• Strong attention to detail and very organised

• Excellent oral and written communication skills and the ability to engage relevant internal and external stakeholders

• Experience negotiating appropriate resolutions to escalated customer enquiries

• Office admin experience or demonstratable skill set

• Working knowledge, understanding and experience with the Microsoft Office suite of products, particularly Microsoft Excel

• Ability to calculate solutions based on customer needs

We would love

• A genuine passion or understanding of the renewable energy industry

Interpersonal Capabilities

• You will effectively engage with stakeholders across the business and externally.

• We would love you to be able to clearly explain and deliver information, even if it is complex.

• A strong attention to detail, self-organisation, and the ability to meet deadlines is important.

• You will be passionate about learning the issues relating to the energy industry, particularly in renewables.

• You align with the ZEN values, which reflect how you like to work.

OUR PURPOSE IS TO LEAD COMMUNITIES INTO THE ZERO CARBON WORLD.

We seek to hire unique individuals who are as committed to our purpose as we are and want to work with a team whose key values match ours.

And, for the record – our people decide our values – not an external consultant!

Employment Type

Full-time

Employment Term

Permanent

Employment Level

Entry Level

Salary

70,000 – 80,000 AUD

Legal Counsel, Melbourne

Legal Counsel

Melbourne

About ZEN Energy

ZEN stands for Zero Emissions Now. That is our call to action and arms for all those passionate about taking action to stop climate change and being part of Australia’s single greatest economy-wide change – the energy transformation.

ZEN is accelerating Australia’s path to becoming a renewable energy Superpower and is Australia’s first energy company to have a near-term science-based emissions reduction target in line with limiting global warming by 1.5°C.

About the role

The role is to support the General Counsel in the provision of legal services to the business in a manner that appropriately enhances and protects the interests of ZEN Energy. The primary area of legal support to the business will be commercially focused, assisting the business with the preparation, negotiation and management of contracts required for energy projects. In addition, the role will support the business in the management of transaction timetables, deliverables, and external legal service providers.

What we will ask of you

  • Assist in the drafting of a range of contracts and legal documents, including:
  • Term Sheets – PPAs, LGC Contracts, Tolling Agreements, Capacity Agreements, MOUs, etc.
  • Full Contracts – PPAs, LGC Contracts, Tolling Agreements, Capacity Agreements, MOUs, etc.
  • Development Contracts – RFTs, EWA, EPC, O&M, Supply Contracts, Interface Deeds, Development Agreements, etc.; and
  • Ancillary Contracts – NDAs, Consultancy Agreements, PCGs, Novation Deeds, etc.
  • Assist in the negotiation of contracts and legal documents with counterparties and external advisors.
  • The provision of legal advice relating to contractual rights, obligations, and risks.
  • Assist in the management of transaction timetables.
  • Assist in the management of transaction deliverables.
  • Assisting in the development of business tools, manuals, and templates for all of the above.
  • Collaborate with teams to identify and enhance service optimization and improvements
  • Assist in the reporting of all specific responsibilities and tasks.
  • Assist in the performance of all other incidental responsibilities and tasks associated with the role.
  • Assist in ensuring that contractual and risk positions are consistent with Internal Risk & Governance Policies.
  • Assist in the management of deviations to Internal Risk & Governance Policies with internal stakeholders.
  • Assist in the management of external service providers to ensure quality of advice within agreed scope, fees, and timetable.
  • Provide legal advice to ZEN Energy business units.
  • Possess understanding of risk allocation and risk allocation principles.

About You:

Education/Qualifications/Experience:

• 3+ years’ work experience in any of Energy, Infrastructure, Projects, or Construction law at large commercial law firm or in-house with a major corporate.

• Undergraduate and/or postgraduate in law from a recognised University

• Admitted to a recognised bar

You will have:

• Exhibit strong values – respect, honesty, integrity, and accountability.

• Ability to manage competition tasks and priorities in a fast-paced environment

• Resilience to change and solutions focused mindset

• Emerging negotiation skills with both legal and commercial matters.

• Ability to maintain strong relationships and work across cultures and geographies.

• Curiosity, imagination, and a keenness to share your findings.

• Technical abilities: Proficient in Microsoft Office suite of applications.

• Communication skills: Ability to collaborate and engage effectively with relevant internal and external stakeholders, with clear presentation and explanation of complex legal issues.

• Passion and initiative, an eye-for-detail, and be outcome driven.

• Sound understanding of the principles of in-house legal or operation of a busy legal practice.

• Proven ability to think on your feet in tough situations and deliver positive business outcomes.

• Strong attention to detail, very organised with the ability to deliver on strict deadlines.

You may also have:

• Industry experience and understanding of issues relating to the electricity market.

OUR PURPOSE IS TO LEAD COMMUNITIES INTO THE ZERO CARBON WORLD.

We seek to hire unique individuals who are as committed to our purpose as we are, and who want to collaborate with a team whose key values match ours.

And, for the record – our people decide our values – not an external consultant!

Employment Type

Full-time

Employment Term

Permanent

Employment Level

Associate

Salary

100,000 – 115,000 AUD

WORKING AT ZEN

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Our Melbourne Team

Our Adelaide Team

OUR VALUES

ZEN is a values-led organisation, and our people and customers choose to work with us because they believe in these values and our purpose.

We bring curiosity and an open mind.

We deliver on our commitments and strive to lead.

We like we laugh, we bring joy to each other.

COOL THINGS WE DO

COOL THINGS WE DO

WE DO THINGS DIFFERENTLY

OUR RULES OF PLAY

Our solutions must be competitive

We offer choice and are not single minded

We deliver for our customers

We design innovative off take deals

We openly share our knowledge with our clients

We adopt world class technology solutions

We work to change the Australian energy market, for the better.

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OUR SOCIAL CONTRACT

To lead communities into the zero-carbon world means always behaving ethically and holding our teams accountable to the highest standards.

Our impact goes beyond the environment – we are conscious of our social contract as a large organisation, an employer and as a community member. We have a very clear code of conduct and work hard to build and grow our culture – one united team behind our common purpose.

OUR AMAZING CUSTOMERS

Working with people like Lizzie who has been a nurse for 49 years and wanted to reduce her costs and have energy independence in her retirement. Lizzie is so happy with her solar system and free to indulge all her passions and hobbies! It feels great to help communities thrive!

OUR AMBITION

We’re in a time of great transformation. A time that requires all of us to innovate, to be agile, to take risks, and to be willing to invest in our future. Innovation, creativity, and industriousness is in the very DNA of Australians. And it is these very strengths that drive the success of ZEN Energy. ZEN Energy was there at the very beginning of Australia’s solar industry and stayed the course, through to signing Australia’s first long term, 100% renewable energy contract.

 

DATA SCIENCE

“Data is critical to the success of our business. At its heart, a battery is essentially just software. We receive data from multiple sources – the AEMO (The Australian Energy Market Operator), the Bureau of Meteorology, meters from our customers, our own systems – and we analyse and interrogate this data at scale,” says Chris Smyth, General Manager of Retail Operations.

This is the difference between being an innovative market operator – providing opportunities for customers to optimise their business performance and minimise their environmental impact – and a traditional energy operator.

 

 

BEING PART OF SOMETHING BIGGER

The business model of Sundrop farms truly is the future. Sundrop Farms is a leading horticultural player in Australia producing all of Coles’ vine tomatoes. Sundrop Farms is determined to break farming’s dependency on finite resources. ZEN is part of this incredible, successful, ground-breaking facility through providing Sundrop Farms with the electricity they need from the grid.

OUR STORIES OF SUCCESS

View a selection of short stories that show the impact that working at ZEN can have on the community and our environment.