Collections & Vulnerable 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

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