We are seeking a capable and customer-focused Customer Support Officer to join our Retail Operations team.

Reporting to the Team Leader Retail Operations, you will support the delivery of customer service, operational and compliance activities across the team. You will also work closely with the Solstice Energy Retail Compliance Officer by maintaining accurate records, monitoring and collating information, assisting with compliance activities and supporting customer-facing processes.

This role would suit someone who enjoys solving problems, supporting customers through complex circumstances and working across different teams to achieve a positive outcome. You will also provide back-up support across key Retail Operations functions as required

What You’ll Do

• Provide operational and administrative support across Solstice Energy Retail’s compliance activities.
• Maintain accurate compliance records and collate information for regulatory and internal reporting.
• Assist with preparing evidence and documentation for regulatory audits.
• Support the monitoring and review of areas with significant compliance obligations, including informed consent, hardship and life support customers.
• Assist with internal reviews of systems and processes to identify compliance gaps and improvement opportunities.
• Support the development, review and implementation of operational compliance documentation.
• Provide operational support across the Retail Operations team and act as back-up for other team members when required

About You

You will bring:

• Experience working in a highly regulated organisation or environment.
• The ability to interpret and work through complex regulatory requirements.
• A strong commitment to providing high-quality customer service.
• The ability to manage complex customer circumstances with care and understanding.
• Strong attention to detail and record-keeping skills.
• Sound knowledge of the Microsoft Office suite.
• Well-developed planning, organisation and time-management skills.
• Strong interpersonal and communication skills.
• The ability to work collaboratively as part of a small team.
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