Compliance Customer Support Officer

About the role

Reporting to the Compliance Customer Support Team Leader, the Compliance Customer Support Officer plays a key role in supporting the day-to-day compliance activities across the Home Energy Saver Discount Program. Working closely with Customer Care, Finance, Operations and Approved Providers, you'll help ensure customer applications, installations and operational processes comply with program requirements while delivering an exceptional customer experience.

Key responsibilities

• Conduct compliance and quality assurance reviews across the HESP customer journey, including customer eligibility, Customer Agreements, provider documentation and payment approvals.
• Verify installation evidence and supporting documentation prior to payment processing and certificate creation.
• Perform desktop and field-based compliance inspections, including installation quality, WHS requirements and Safe Work Method Statements (SWMS).
• Identify, investigate and escalate compliance issues, customer complaints and Approved Provider performance concerns.
• Support Finance through payment verification, reconciliations and compliance checks relating to customer contributions.
• Assist with compliance reporting, audit preparation and maintaining accurate program records.
• Support Customer Care during periods of peak demand and provide guidance on compliance-related enquiries.
• Develop strong working relationships with Approved Providers and internal stakeholders to promote consistent program compliance and continuous improvement.
• Contribute to the ongoing improvement of compliance processes, systems and operational controls.

About you

• Experience in compliance, quality assurance, auditing or governance is preferred, although graduates with strong analytical skills are encouraged to apply.
• Excellent attention to detail with the ability to identify risks and ensure accuracy.
• Strong problem-solving skills with a continuous improvement mindset.
• Confident working with systems, processes and data.
• Excellent written and verbal communication skills and the ability to build positive relationships with customers and stakeholders.
• Ability to manage competing priorities, work independently and meet deadlines.
• Experience within government programs, energy efficiency, construction or regulated industries is desirable but not essential.