This is a rare opportunity to join a high-impact customer communications team at one of Australia’s leading energy retailers, working on the content that matters most to customers when they need clarity the most.
The role You’ll sit within a specialist Customer Communications team, focusing on the regulatory and compliance content workload, diversifying the team’s capability, and bringing fresh perspective to a domain that demands precision, empathy, and craft in equal measure.
This is not a digital product or UX writing role. The work is predominantly 1:1 channel content, reaching customers directly through email, SMS, print, and web across some of the most consequential moments in their relationship with the business.
What you’ll be working on
- Credit and collections communications
- Payment plans and hardship programs
- Mandatory and regulatory customer notices
- Metering, new connections, and service journey content
- Working with the fulfilment team and mail house on print and digital delivery
What you’ll bring
- Experience writing customer-facing content in a regulated environment, whether that’s energy, financial services, insurance, superannuation, or telco
- Comfort operating within compliance and legal frameworks without losing the customer voice
- The ability to translate complex regulatory requirements into clear, plain English communications
- Experience working across CRM-driven channels at scale
- Hands-on experience with CMS platforms to manage and publish content across digital and print channels
- A track record of managing competing priorities and stakeholder sign-off processes
Why this role
You’ll be joining a team with deep institutional knowledge and a genuine appetite to bring someone in who can grow with the domain. The work is meaningful, the environment is collaborative, and the opportunity to make a real difference to customers navigating difficult situations is real.
If this sounds like the kind of work you do well, please apply!