Job Description
Full job description
Job Requisition Id: 986
Collections and Vulnerable Customer Specialist
Date: 20 Apr 2026
Location: Perth, WA, AU, 6000
Job Description:
Brand-new Perth CBD office – work in a modern, centrally located office designed for collaboration, flexibility and connection.
Make a difference every day – focus on specialist support for vulnerable customers, alongside select commercial collection tasks.
Supportive team and development focus – ongoing training, strong leadership and the opportunity to build specialist skills in hardship, collections and regulatory compliance.
Kleenheat has been providing energy solutions to homes and businesses across Western Australia for more than 65 years.
We’re committed to delivering energy for today’s customers and tomorrow’s opportunities, with a focus on safe and reliable products and helpful customer service.
This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well-positioned for growth, having recently launched a new solar and battery offering for West Australians.
We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.
About the role
We’re looking for a Collections and Vulnerable Customer Specialist to join our Customer Service team, supporting both our consumer and commercial portfolios across Natural Gas and Electricity. This is a rewarding role for someone who can balance commercial outcomes with genuine care, delivering effective collections results while providing compassionate, compliant support to customers experiencing financial hardship or vulnerability.
Reporting to the Collections and Vulnerable Customer Lead, you will manage end-to-end collections activity while playing a key role in supporting vulnerable customers. You’ll work closely with internal teams and external stakeholders to resolve arrears, negotiate sustainable payment arrangements and ensure all actions align with regulatory and policy requirements.
This role requires strong judgement, empathy and attention to detail, with the ability to have confident, respectful conversations that achieve fair outcomes for both customers and the business.
Key responsibilities will include:
Manage end-to-end collections across consumer and commercial portfolios, prioritising aged and high-risk debt
Conduct inbound and outbound customer contact via phone, email and digital channels
Negotiate, document and monitor payment arrangements in line with policy and regulatory requirements
Identify customers experiencing financial hardship or vulnerability and provide empathetic, compliant support
Conduct hardship assessments and facilitate referrals to external support services and assistance programs
Support customers impacted by family and domestic violence using safe contact protocols
Manage and resolve enquiries, disputes, and escalations in relation to customer debt with a proactive customer-centric approach.
Prepare accounts for disconnection, mercantile or legal recovery where required
Maintain accurate system notes and customer records to support compliance and audit requirements
Contribute to continuous improvement initiatives and work safely in line with HSE requirements
About You
You’ll bring a strong background in collections, customer service or hardship support, along with:
Experience managing overdue accounts and negotiating payment arrangements
A calm, empathetic communication style with the ability to handle sensitive conversations
Sound judgement and confidence working within policies and regulatory frameworks
Strong attention to detail and accurate record-keeping skills
The ability to work independently while contributing positively to a high-performing team
Experience supporting vulnerable customers or exposure to hardship frameworks is highly regarded
What we offer
At Wesfarmers Chemicals, Energy & Fertilisers (WesCEF), we value our people and offer a range of benefits designed to support your wellbeing, development and career growth, including:
Competitive remuneration, including access to the Wesfarmers employee share plan and participation in our annual incentive plan
Flexible working arrangements, including some work-from-home options where applicable
Salary sacrifice opportunities, including novated leasing
Access to a wide range of employee benefits across the Wesfarmers Group, including staff discounts at Bunnings, Kmart, Target, Officeworks and Kleenheat, as well as access to Wesfarmers-sponsored arts and cultural events
Paid parental leave of up to 18 weeks
Ongoing professional development and career opportunities across WesCEF and the broader Wesfarmers Group
Why WesCEF
At WesCEF, we are committed to building an engaged, high-performing and inclusive workforce that reflects the communities in which we operate. We value diversity of thinking, skills and experience, knowing this drives innovation and better business outcomes.
We welcome applications from people of all backgrounds and encourage Aboriginal and Torres Strait Islander peoples to apply.
We are proud to support flexible working arrangements and understand that flexibility looks different for everyone. If flexibility is important to you, we encourage you to discuss your needs as part of the application process.
WesCEF operates across multiple locations, with our two major hubs based in Kwinana and the Perth CBD.
Applications close: 03rd May 2026
Our recruitment process considers your alignment to our company values and the requirements of the role. We also have several checks which may be conducted to demonstrate your suitability for the role including but not limited to psychometric assessment, police checks, medical, drug and ******* testing, right to work check, qualifications, due diligence and/or reference checks.
We reserve the right to commence the recruitment process prior to the closing date. Therefore, it is recommended to apply as soon as possible.
Applicants will need to have in place the legal work rights for Australia*.
Agency applications will not be accepted.
Job Requisition Id: 986
Collections and Vulnerable Customer Specialist
Date: 20 Apr 2026
Location: Perth, WA, AU, 6000
Job Description:
Brand-new Perth CBD office – work in a modern, centrally located office designed for collaboration, flexibility and connection.
Make a difference every day – focus on specialist support for vulnerable customers, alongside select commercial collection tasks.
Supportive team and development focus – ongoing training, strong leadership and the opportunity to build specialist skills in hardship, collections and regulatory compliance.
Kleenheat has been providing energy solutions to homes and businesses across Western Australia for more than 65 years.
We’re committed to delivering energy for today’s customers and tomorrow’s opportunities, with a focus on safe and reliable products and helpful customer service.
This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well-positioned for growth, having recently launched a new solar and battery offering for West Australians.
We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.
About the role
We’re looking for a Collections and Vulnerable Customer Specialist to join our Customer Service team, supporting both our consumer and commercial portfolios across Natural Gas and Electricity. This is a rewarding role for someone who can balance commercial outcomes with genuine care, delivering effective collections results while providing compassionate, compliant support to customers experiencing financial hardship or vulnerability.
Reporting to the Collections and Vulnerable Customer Lead, you will manage end-to-end collections activity while playing a key role in supporting vulnerable customers. You’ll work closely with internal teams and external stakeholders to resolve arrears, negotiate sustainable payment arrangements and ensure all actions align with regulatory and policy requirements.
This role requires strong judgement, empathy and attention to detail, with the ability to have confident, respectful conversations that achieve fair outcomes for both customers and the business.
Key responsibilities will include:
Manage end-to-end collections across consumer and commercial portfolios, prioritising aged and high-risk debt
Conduct inbound and outbound customer contact via phone, email and digital channels
Negotiate, document and monitor payment arrangements in line with policy and regulatory requirements
Identify customers experiencing financial hardship or vulnerability and provide empathetic, compliant support
Conduct hardship assessments and facilitate referrals to external support services and assistance programs
Support customers impacted by family and domestic violence using safe contact protocols
Manage and resolve enquiries, disputes, and escalations in relation to customer debt with a proactive customer-centric approach.
Prepare accounts for disconnection, mercantile or legal recovery where required
Maintain accurate system notes and customer records to support compliance and audit requirements
Contribute to continuous improvement initiatives and work safely in line with HSE requirements
About You
You’ll bring a strong background in collections, customer service or hardship support, along with:
Experience managing overdue accounts and negotiating payment arrangements
A calm, empathetic communication style with the ability to handle sensitive conversations
Sound judgement and confidence working within policies and regulatory frameworks
Strong attention to detail and accurate record-keeping skills
The ability to work independently while contributing positively to a high-performing team
Experience supporting vulnerable customers or exposure to hardship frameworks is highly regarded
What we offer
At Wesfarmers Chemicals, Energy & Fertilisers (WesCEF), we value our people and offer a range of benefits designed to support your wellbeing, development and career growth, including:
Competitive remuneration, including access to the Wesfarmers employee share plan and participation in our annual incentive plan
Flexible working arrangements, including some work-from-home options where applicable
Salary sacrifice opportunities, including novated leasing
Access to a wide range of employee benefits across the Wesfarmers Group, including staff discounts at Bunnings, Kmart, Target, Officeworks and Kleenheat, as well as access to Wesfarmers-sponsored arts and cultural events
Paid parental leave of up to 18 weeks
Ongoing professional development and career opportunities across WesCEF and the broader Wesfarmers Group
Why WesCEF
At WesCEF, we are committed to building an engaged, high-performing and inclusive workforce that reflects the communities in which we operate. We value diversity of thinking, skills and experience, knowing this drives innovation and better business outcomes.
We welcome applications from people of all backgrounds and encourage Aboriginal and Torres Strait Islander peoples to apply.
We are proud to support flexible working arrangements and understand that flexibility looks different for everyone. If flexibility is important to you, we encourage you to discuss your needs as part of the application process.
WesCEF operates across multiple locations, with our two major hubs based in Kwinana and the Perth CBD.
Applications close: 03rd May 2026
Our recruitment process considers your alignment to our company values and the requirements of the role. We also have several checks which may be conducted to demonstrate your suitability for the role including but not limited to psychometric assessment, police checks, medical, drug and ******* testing, right to work check, qualifications, due diligence and/or reference checks.
We reserve the right to commence the recruitment process prior to the closing date. Therefore, it is recommended to apply as soon as possible.
Applicants will need to have in place the legal work rights for Australia*.
Agency applications will not be accepted.
💡 Quick Summary
Seeking a career-building opportunity? The Collections and Vulnerable Customer Specialist position is now open for candidates interested in the Work from home Jobs sector. This role in Perth offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
