Customer Service Officer

Direct message the job poster from National Carbon Bank of Australia

People & Culture Coordinator at NCS Australia

Imagine thriving in a team environment that positively impacts the community and drives clean energy change! Are you passionate about a cleaner and greener future? At National Carbon Bank of Australia (NCBA), a company of the Green Energy Group, we’re committed to our team members’ development, job satisfaction and rewarding our people. Join our team to grow alongside a successful business and flourishing industry. Have you ever thought about transferring your skills and experience to a new environment? This opportunity has your name on it.

• Full time, onsite for duration of probationary period
• Flexible work options and increasing paid non-workdays (wellness days)
• Renewable energy & energy efficiency industry
• Development and growth opportunities within the role

Who are we? Join our team and help clients minimise the financial burden of installing renewable energy systems, enabling homeowners and businesses to lower their energy bills and reduce their carbon footprint. We're a rapidly growing business with boundless opportunity for personal and professional growth. If you’re looking for an employer invested in you, then look no more! The Opportunity As a part of the Client Services Team, the Customer Service Officer (CSO) is responsible for managing and developing relationships with new and existing clients, providing service excellence through the environmental certificate creation process. This person will play an integral role contributing to the overall sustainability of National Carbon Bank of Australia (NCBA), working closely with other members of the CSO team and wider business to deliver gold standard outcomes for customers. The CSO will provide clients with activity guidance, training, investigation and problem solving centred on the utmost compliance with regulatory requirements. CSO responsibilities:

• Answer incoming calls to the office and build strong relationships with key customers as their main point of contact at NCBA.
• Provide an overview to clients of the NSW Energy Savings Scheme (ESS), Peak Demand Reduction Scheme (PDRS), and assist in registering new customers and answering queries by phone or email.
• Take personal ownership for the processing, submission and investigation of certificate creations across a number of different renewable energy schemes.
• Advise and consult with clients to resolve issues with certificate creations, help with enquiries and in particular assist with client use of our online platforms and requests for information on forms.
• Validate compliance documentation and liaise with clients to document collection requirements.
• Update and maintain department processing manuals and contribute to process improvements.

We offer

• A flexible work environment supporting working-from-home opportunities as well as increasing paid non-workdays off (Wellness Days) as service milestones are met.
• Participation in our annual profit share employee incentive program.
• Paid public transportation incentive program.
• A fantastic open office space located in North Sydney with additional features including an on-site cafe, a table tennis table, parking availability on certain days of the week, and terrific social catch-ups and networking.
• A collaborative work environment with an open and honest culture and a team who are passionate about the energy efficiency sector.
• A leadership team committed to helping you succeed with decades of experience servicing customers in the energy efficiency and renewable markets.
• The opportunity to grow with the largest certificate creator in Australia with offices across in NSW and VIC.
• Commitment to your personal and professional learning and development.

What we are looking for We know this is a very exciting opportunity, but there are a few things we need from you:

• A goal-driven personality with a desire to learn and investigate complex subject matter and communicate it coherently to clients.
• Strong use of initiative and analytical skills when resolving problems with customers and team members.
• General competency with picking up technical systems & platforms, alongside an understanding of the Microsoft Suite of applications.
• Exceptional attention to detail and accuracy in terms of compliance, governance and risk management.
• The ability to explore needs through listening and having consultative conversations.
• The ability to plan, manage and prioritise your time.
• The self-awareness to recognise the impact you have on others.
• Be comfortable with talking on the phone and meeting face to face.

If this sounds like you and you'd like to have a confidential chat, then we'd love to hear from you! To be considered, please attach a CV with all relevant experience and a cover letter detailing what you will bring to the team and how you can make our business better. Queries regarding the role should also be submitted by email to

Seniority level

• Entry level

Employment type

• Full-time

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