Collections and Customer Care Lead

Wescef; Perth; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Share incentive

Parental leave

Professional development

Salary sacrifice options

Staff discounts

Flexible working

Job summary

Kleenheat is seeking an experienced team lead to manage the Collections & Vulnerable Customer team across consumer and commercial NGE portfolios in Perth. Reporting to the Customer Service Manager, you will lead day-to-day operations, coach team members, oversee collections performance and support customers experiencing financial hardship.

You will drive compliant, customer-focused outcomes while guiding continuous improvement across the function and building strong relationships with internal

Qualifications

• Experience leading and developing small teams in a collections/credit management environment.
• Strong capability in collections, hardship and service management.
• Excellent communication to engage stakeholders and deliver positive outcomes.
• Ability to navigate sensitive customer situations with empathy and professionalism.
• Good understanding of compliance requirements and risk controls.
• Continuous improvement mindset with a passion for developing people.

Responsibilities

• Oversee collections, hardship and vulnerable customer activities.
• Support complex customer enquiries, disputes and escalations.
• Ensure compliance with regulatory obligations, policies and procedures.
• Monitor performance, quality and customer outcomes.
• Drive continuous improvement and operational excellence across the customer service teams for Kleenheat.
• Build strong relationships with internal and external stakeholders.

Skills

Collections

Leadership

Customer service

Compliance

Stakeholder relations

Job description

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• Lead a supportive Collections & Vulnerable Customer team while developing capability, performance and improved processes
• Drive collections, hardship and vulnerable customer outcomes while ensuring compliance and service excellence
• Perth CBD Location, Flexible working arrangements

About Kleenheat

We’ve been providing energy solutions to homes and businesses across Western Australia for more than 65 years. We’re committed to delivering energy for today’s customers and tomorrow’s opportunities, with a focus on safe and reliable products and helpful customer service.

This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well positioned for growth, having recently launched a new solar and battery offering for West Australians.

We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.

About the Role

We're looking for an experienced team lead to manage our Collections & Vulnerable Customer team across consumer and commercial NGE portfolios.

Reporting to the Customer Service Manager, this role will lead day-to-day operations, coach and mentor team members, oversee collections performance, and support customers experiencing financial hardship or vulnerability. You'll play a key role in ensuring compliant, customer-focused outcomes while driving continuous improvement across the function.

Key Responsibilities

• Oversee collections, hardship and vulnerable customer activities.
• Support complex customer enquiries, disputes and escalations.
• Ensure compliance with regulatory obligations, policies and procedures.
• Monitor performance, quality and customer outcomes.
• Drive continuous improvement and operational excellence across the customer service teams for Kleenheat
• Build strong relationships with internal and external stakeholders.

About You

You are a customer-focused leader with experience in collections, hardship, credit management and service operations. You will bring:

• Relevant experience in a similar industry including hands-on experience leading and developing small teams.
• Demonstrate strong capability in collections, hardship and service management..
• Excellent communication skills with the ability in engaging with stakeholders to deliver positive outcomes.
• The ability to navigate sensitive customer situations with empathy and professionalism while balancing business and customer outcomes.
• Sound judgement and a strong understanding of compliance requirements.
• A continuous improvement mindset and a passion for developing people.
• Flexible and adaptable approach to appreciate new ways of working in a dynamic business

Why Kleenheat

At Kleenheat, we have a range of benefits to keep life flowing inside and outside of the workplace.

• Competitive remuneration including allocation of Wesfarmers shares and participation in our annual incentive plan.
• Employer parental leave payment up to 18 weeks.
• Ongoing professional development and career opportunities across our diverse businesses and the Wesfarmers Group.
• Salary sacrifice opportunities, including novated lease vehicle packaging.
• Access to employee benefits across Wesfarmers including staff discounts at Bunnings, Kleenheat, Kmart, Target and Officeworks and Wesfarmers Arts sponsored events.

We are committed to building an engaged and talented workforce that is representative of the people who live in the communities where we operate. Fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. We welcome and encourage people from diverse backgrounds and particularly, Aboriginal and Torres Strait Islander people to apply.

We pride ourselves on developing and supporting people and recognise the importance of flexibility. When you apply, please let us know if you are seeking a flexible employment arrangement.

This is a great Kleenheat Customer Excellence opportunity! Applications closes: 25th November 2026.

Our recruitment process considers your alignment with our company values and the requirements of the role. We may conduct checks to demonstrate your suitability for the role, including but not limited to psychometric assessment, police checks, medical, drug and alcohol testing, right-to-work checks, qualification checks, due diligence and reference checks.

We reserve the right to commence the recruitment process before the closing date, so we recommend applying as soon as possible.

Agency applications will not be accepted.