Collections and Vulnerable Customer Specialist

• 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 (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: 1st February 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 alcohol 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.     

Agency applications will not be accepted.