Job Description

About the Role

At ENGIE Retail, we are committed to supporting customers through some of life's most challenging circumstances. We are seeking Specialist Care Officers to join our newly established Specialist Care team, focused on supporting vulnerable customers, particularly those impacted by family and domestic violence.

As part of this new team, you will play an important role in shaping the customer experience, establishing best-practice support processes, and helping deliver positive outcomes for customers who require additional care and protection.

This is a hybrid role based in our Southbank office, working Monday to Friday We're looking for people who can join us on 10 August To support your onboarding and success in the role, the initial training period will be completed in the office before transitioning to our hybrid working model.

Key Responsibilities

• Provide trauma-informed support to vulnerable customers across phone, written, and digital channels.
• Assess customer needs and apply appropriate protections, support pathways, and account solutions.
• Manage complex and sensitive customer cases with empathy, professionalism, and sound judgement.
• Ensure all customer interactions comply with regulatory and customer protection requirements.
• Work closely with internal teams and external support services to achieve positive customer outcomes.
• Contribute to the development and continuous improvement of specialist care processes and practices.

About You

• You are a compassionate and resilient customer professional who can confidently navigate complex situations while balancing customer care, compliance, and commercial outcomes.
• A background in customer service, contact centre, or specialist support environments.
• The ability to support vulnerable or distressed customers with empathy, professionalism, and sound judgement.
• Excellent communication skills and the ability to build trust during sensitive conversations.
• Confidence making decisions in complex or high-risk situations.
• Strong attention to detail and a commitment to maintaining accurate records and documentation.
• A collaborative mindset and genuine passion for helping customers through challenging circumstances.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.
Join us and be part of the adventure of the century!

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths.