Davidson is the proud recruitment partner of SEC Victoria as they accelerate Victoria’s renewable energy transition.
Do work that makes a difference
The SEC is building an enterprising and dynamic team to accelerate Victoria’s transition to renewables and help achieve Victoria’s renewable energy target of 95% by 2035. We are working together for renewable, affordable, reliable energy for all Victorians.
We have an exciting and ambitious road ahead with a focus on:
· Investing in renewable energy and storage projects that accelerate the transition and deliver commercial returns.
· Supporting households to go all electric to reduce their emissions and energy bills.
· Building the renewable energy workforce our energy transition requires.
The SEC is partnering with industry to transform the energy sector, opening the state up for further innovation and investments in renewables. This includes an initial $1 billion towards delivering 4.5 gigawatts of power through renewable energy and storage projects – the equivalent replacement capacity of coal-fired power station Loy Yang A, which is set to close in 2035.
Your role
Join the SEC and play a key role in helping deliver Victoria’s renewable energy future. As a Customer Support Advisor, you will be the frontline voice of our customer service team, supporting Victorian consumers and SEC endorsed installers across phone and online channels. This is a rewarding opportunity for someone who enjoys helping others, building positive relationships and providing outstanding service during important moments in a customer’s electrification journey.
In this role, you will provide accurate, timely and empathetic support to assist customers with enquiries, resolve issues and guide them through available solutions. Working closely with the Customer Advisory Team Leader, you will contribute to a high-performing, customer-first environment focused on delivering consistent, high-quality service outcomes. You will also play an important part in supporting fair and accessible energy solutions for communities across Victoria.
This role is a 12-month
fixed term contract.
This role can be based in either our Melbourne CBD
office or our regional office located in Morwell.
What you will do:
Core accountabilities include:
Customer Service Delivery
· Respond to customer and stakeholder enquiries across phone, email and digital channels with clear, accurate and timely support, aiming for first contact resolution and simple next steps.
· Use knowledge bases, policies, scripts and workflows to deliver consistent, compliant service.
· Maintain accurate case notes and records while navigating multiple systems to support customer and installer interactions end to end.
Technical Support & Problem Solving
· Troubleshoot issues relating to applications, portal access, documentation, scheduling and service processes, escalating complex matters through established pathways.
· Identify recurring issues and document insights to support continuous improvement and service enhancements.
Operational Delivery
· Meet performance expectations across adherence, quality, accuracy and productivity metrics.
· Participate in daily stand-ups, team huddles and performance updates.
Continuous Improvement & Service Transformation
· Identify process gaps, customer pain points and system issues, raising opportunities for improvement.
· Support the testing and rollout of new tools, systems, One Stop Shop enhancements and training content as required.
Collaboration & Stakeholder Engagement
· Work collaboratively with installers, internal teams and external providers to resolve enquiries efficiently and support cross-functional improvement initiatives.
Risk, Compliance & Governance
· Comply with privacy, data handling and regulatory requirements, identifying and escalating risks or compliance concerns in line with SEC procedures.
Who you are
Experiences and Skills:
Must Have:
· Experience in customer facing or contact centre environments.
· Strong communication skills (listening, verbal and written) with the ability to convey complex information simply.
· Demonstrated problem solving ability and a commitment to customer first principles.
Ability to work in a fast paced, high-volume environment while maintaining accuracy and empathy.
· Competence in navigating multiple systems, following structured processes and documenting customer interactions clearly.
· A collaborative mindset and willingness to learn and adapt in a dynamic, evolving environment.
Highly Desirable:
· Experience in energy, utilities, government or regulated environments.
· Experience across multi-channel support settings (phone, email, digital messaging).
· Familiarity with digital platforms, CRMs or customer portals.
An empowered workforce
A career with SEC means you’ll be joining a new and vibrant ‘for purpose’ government-owned renewable energy company that:
· Empowers you to influence how we accelerate Victoria’s renewable energy transition and decarbonise our economy.
· Inspires you through meaningful, challenging work in an environment that encourages leadership and an entrepreneurial spirit.
· Supports your growth through career advancement and professional development opportunities.
· Provides hybrid work arrangements, with around 3 days working in Melbourne or Morwell, with flexible work options to meet individual circumstances, providing greater choice and autonomy.
How to Apply
We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are also deeply committed to building an inclusive workplace that embraces diversity and people with disability, people from the LGBTIQ community, and people from culturally diverse backgrounds. SEC strives to create a respectful and collaborative workplace culture that allows all employees to thrive.
For further information and to explore this opportunity further please contact SECRecruitment@davidsonwp.com
Please click the ‘ Apply Now’
button. As part of the application process, you will need to provide a copy of your resume and/ or a cover letter (optional) addressing how your skills, knowledge and experience will be relevant to this role. Note: Applicants must be an Australian citizen, permanent resident or hold a valid work permit to be eligible to apply.
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Rodney Roberts on 03 9929 9500, quoting reference JN -042026-43193. Want to know more about Davidson? Visit us at www.davidsonwp.com
