Senior Customer Service Officer

Lpe Management Pty; Maroochydore; On-site; AUD 70,000 - 100,000; Full time

Job summary

Locality Planning Energy (LPE) is seeking a Senior Customer Service Officer based in our Maroochydore office on the Sunshine Coast. You will act as a key escalation point, supporting both customers and teammates to achieve high-quality service outcomes.

You will manage complex enquiries, coach staff, assist with process improvements and ensure KPIs are met. This role suits someone who enjoys mentoring, taking initiative, and contributing to a high-performing team.

Qualifications

• Experience in a senior customer service or team-support role.
• Strong problem-solving and conflict-resolution abilities.
• Ability to mentor and support team members.
• Experience using CRM systems and Microsoft Office.
• Energy, utilities or contact centre experience is advantageous.

Responsibilities

• Provide exceptional customer service across phone, email and digital channels.
• Manage escalated customer enquiries and resolve complaints with empathy.
• Coach and support Customer Service Officers within the team.
• Assist with onboarding and training of new team members.
• Monitor service standards and drive continuous improvement initiatives.
• Maintain accurate customer records and documentation.
• Collaborate with internal departments to resolve issues efficiently.

Skills

Customer service

Coaching

CRM systems

Microsoft Office

Communication

Tools

CRM systems

Microsoft Office Suite

Job description

Senior Customer Service Officer - Job Advertisement

Join the team at Locality Planning Energy (LPE) and play a key role in delivering an exceptional customer experience within a fast-growing Australian energy provider.

Based in our modern Maroochydore office, this is an exciting opportunity for an experienced customer service professional who thrives in a fast-paced environment, enjoys problem solving, and is passionate about delivering outstanding service outcomes.

LPE is an Australian-owned energy provider supporting embedded networks and energy solutions across residential, commercial and mixed-use communities. We pride ourselves on our collaborative culture, supportive leadership team and commitment to continuous improvement.

About the Role

As a Senior Customer Service Officer, you will act as a key escalation point within the Customer Service team, supporting both customers and team members to deliver high-quality service outcomes.

You will be responsible for managing complex customer enquiries, coaching and supporting team members, assisting with process improvements, and ensuring service standards and KPIs are achieved.

This role is ideal for someone who enjoys mentoring others, taking initiative, and contributing positively to team culture and performance.

Key Responsibilities

• Provide exceptional customer service across phone, email and digital channels
• Manage escalated customer enquiries and complaints with professionalism and empathy
• Support and mentor Customer Service Officers within the team
• Assist with onboarding and training of new team members
• Monitor service standards and contribute to continuous improvement initiatives
• Liaise with internal departments to resolve customer issues efficiently
• Maintain accurate customer records and documentation
• Contribute to a positive, collaborative and high-performing team environment

About You

To be successful in this role, you will have:

• Previous experience in a senior customer service or team support role
• Strong communication and interpersonal skills
• Excellent problem-solving and conflict resolution abilities
• Ability to work in a fast-paced environment and manage competing priorities
• A proactive and solutions-focused mindset
• High attention to detail and strong administrative skills
• Experience using CRM systems and Microsoft Office Suite
• Energy, utilities or contact centre experience will be highly regarded

Why Join LPE?

• Supportive and collaborative team culture
• Career development and growth opportunities
• Modern office environment located on the Sunshine Coast
• Opportunity to work for a growing Australian energy provider
• Employee recognition initiatives and engagement programs
• Make a genuine impact supporting local communities and customers

Employer Questions

Your application will include the following questions:

• How many years of customer service experience do you have?
• Do you have experience handling escalated customer complaints?
• How many years of handling escalated customer complaints?
• Which CRM systems have you used previously?
• Do you have full working rights in Australia?
• What is your expected annual salary?