Customer Service Officer

Smart Urban Properties Australia (SUPA) is Australia’s first converged services provider, delivering a smarter property experience by integrating renewables, EV mobility, super-fast fibre, and in-building prop-tech technologies.  

SUPA specialises in multi-occupancy properties across a range of sectors, including build-to-sell, build-to-rent, affordable and community housing, and strata communities.  

Our purpose is to create inspiring buildings and improve the lifestyles of the communities we serve. By delivering elevated occupier experiences and offering a unique managed service proposition, we make smarter, safer, and more sustainable urban properties a reality.  

Role Overview 

We are looking for a Customer Service Officer to join our team, where you will be the first point of contact for customers using our energy and smart property services.

Reporting to the Customer Service Manager, you will support a broad range of enquiries across phone and digital channels, helping customers get clear, timely and practical outcomes. You will work closely with your colleagues across the business using strong relationship skills and critical thinking to resolve issues and contribute to continuous improvement within the customer service space. 

This role plays an important part in delivering a smarter, more connected property experience through renewable energy and smart building technology.

What does a day in the life look like? 

• Responding to customer enquiries via email and phone, managing a mix of enquiries across hot water, solar, EV charging and billing
• Handling around 20 calls per day, with most customer contact via email
• Working through more complex or escalated issues, including ombudsman cases
• Liaising with internal teams to investigate and resolve customer issues
• Using Excel reporting tools, portals and our internal billing system to track volumes, trends and follow ups

What you need to be successful in this role? 

You might have previous experience in a similar role within the energy industry, or another similar type of industry and you want to move into a company that focuses primarily on sustainable energy solutions?

The key skills you will need in order to be successful in this position are listed below:

• Demonstrated experience in a customer service role, ideally in a complex environment
• Confidence communicating with customers across phone and email
• Ability to work through issues before escalating, using sound judgement
• Basic Excel skills, including formulas, pivot tables or simple data analysis
• Strong attention to detail and ability to follow documented processes
• A collaborative approach and willingness to support a small team
• Genuine motivation to help customers and improve their experience

While we have listed out what is needed to be successful, we also welcome applications from people that feel they have other transferable experience they could bring to the role! 

Please note that we aren’t able to support visa sponsorship requirements at this stage, so all candidates must have full rights to work in Australia. 

What we offer? 

This role is paying approximately $70,000 + superannuation.

At SUPA you get flexibility and benefits that genuinely support your life outside of work, including hybrid working, extra Cultural Lifestyle and Wellbeing leave and the option to purchase additional leave. We have generous parental leave arrangements, primary carer leave and flexible work options when life changes. 

On top of this we spend our office days together in a modern South Melbourne space with regular social events, free gym access and novated leasing options.

The Recruitment Process 

We aim to keep our recruitment process clear, respectful and as straightforward as possible. The steps below outline what you can expect, noting that each stage is assessed competitively and not all candidates will progress through every step.

• Application: Submit your CV and respond to a short set of application questions. A cover letter is not required.
• Initial conversation: If your application is shortlisted, we will invite you to a phone or video chat with a member of our HR team to talk through your experience and interest in the role. 
• Interview: You may then be invited to meet with the hiring team for a more in-depth conversation about the role and how your skills and experience might fit the bill.
• Final interview: For some roles, a final conversation may be held before a decision is made.

We are committed to keeping candidates informed and will notify all applicants of the outcome of their application. We will not leave you wondering where things stand.

If this opportunity aligns with your experience and interests, we encourage you to apply!