Job Description

Start Date: Monday 1st June 2026
Location: Melbourne Docklands (training) + Work From Home once competent
Employment Type: Permanent | Minimum 35 hours per week

Make a Real Impact in an Essential Service

As a Faults & Emergencies Consultant, you’ll play a critical role in keeping communities safe. You’ll be the first point of contact for customers experiencing gas and electricity faults or emergencies—providing calm, clear support and ensuring rapid response across the network.

This is more than a customer service role. It’s an opportunity to build a long-term career in the energy and utilities sector, with structured training, clear progression pathways, and meaningful work from day one.

What’s on Offer

Competitive Total Earnings

• $28.12 per hour base rate + penalty rates
• Typical earnings increase with evenings, overnight and weekend shifts
• Guaranteed minimum 35 paid hours per week

Flexibility & Stability

• Work from home once you reach competency
• Permanent role with annual leave, superannuation, and job security
• Essential services industry – stable, long-term career opportunities

Career Growth & Development

• Structured career pathways into:
  • Network operations & dispatch
  • Workforce planning
  • Training, HR, IT Helpdesk, and Leadership
• Ongoing coaching, mentoring, and development support

Paid Training & Support

• 2 weeks classroom training (Docklands)
• 1 week supported transition to live environment
• Gradual increase in complexity and responsibilities
• Continuous support from leaders and subject matter experts

Additional Benefits

• Recognition and reward programs
• Supportive team culture and engagement activities
• Global organisation with 38,000+ employees across 13 countries

About the Roster

This role supports a 24/7 essential service, with a structured and supportive approach to shift work:

• Gradual transition into a rotating roster (day, afternoon, overnight)
• Shifts aligned to your training and capability as you build confidence
• Rosters provided in advance for planning and work-life balance
• Penalty rates apply for evenings, weekends, overnight and public holidays

What You’ll Be Doing

• Providing calm, empathetic support in time-sensitive situations
• Responding to inbound and outbound calls relating to Gas and Electricity faults and emergencies
• Accurately recording and managing outage and fault incidents via OMS, email, and ticketing systems
• Managing customer expectations during outages and service disruptions
• Following established safety, compliance, and escalation procedures at all times

What You’ll Bring

We’re looking for attitude and capability over industry experience:

• Customer service background (retail, hospitality, contact centre or similar)
• Strong communication skills and emotional intelligence
• Ability to stay calm and make decisions under pressure
• High attention to detail and accuracy
• Confidence navigating multiple systems
• Team mindset with the ability to work independently

No prior utilities experience is required – full training is provided.

Why Join Startek?

At Startek, we partner with leading organisations to deliver critical customer experiences. We’re proud to provide meaningful roles that offer stability, growth, and long-term career opportunities.

We are committed to diversity, inclusion, and creating an environment where everyone can thrive.

Start Your Career in Essential Services

If you're looking for a role where you can make a difference, build valuable skills, and grow a long-term career, we’d love to hear from you.

Apply today and help keep communities safe.