Faults & Emergency Consultant

Faults & Emergencies Consultant – Help Keep Communities Safe

Start Date: Monday 27 April 2026 Location: Melbourne Docklands (training) + Work From Home once competent Employment Type: Permanent, minimum 35 hours per week

Make a Real Impact

As a Faults & Emergencies Consultant, you’ll be the first point of contact for customers reporting electricity faults and emergency situations. Your calm, clear communication helps keep the community safe and ensures rapid response across the network. This is meaningful work where you’ll be supported, trained, and equipped to succeed.

What’s on Offer

• Work From Home once speed to competency is achieved
• Startek‑provided equipment, including a headset and either a laptop or desktop computer
• Guaranteed 35 paid hours per week
• Penalty rates for evenings, nights, weekends, and public holidays
• Permanent employment with annual leave, superannuation, and job security
• Comprehensive paid training:
  • 2 weeks classroom training at Melbourne Docklands
  • 1 week supported consolidation on the production floor
• Clear career pathways into Leadership, HR, Training, IT Helpdesk, Workforce Planning, and more
• Reward & Recognition programs and regular engagement activities
• A global organisation with 38,000+ customer experience professionals

About the Roster

This role supports essential services, so a 7‑day availability window is required.

To set you up for success:

• The 24/7 rotating roster will be introduced gradually
• Your initial shifts will align with your skills, experience, and training progress
• As you build capability, you will transition into the full rotating roster
• Employees are provided with rosters in advance, with scheduled rotation across day, afternoon, and overnight shifts.
• Penalty rates apply for evenings, nights, weekends, and public holidays

This approach ensures you feel confident and supported before taking on more complex shift patterns.

What You’ll Do

• Answer inbound calls relating to faults and emergencies
• Log and escalate issues accurately and efficiently
• Provide calm, empathetic support to customers
• Manage expectations around response times
• Follow established safety and escalation procedures

What You Bring

• Customer service experience (hospitality, retail, call centre, or similar)
• Strong communication and empathy
• Ability to stay calm under pressure
• Attention to detail and accuracy
• Confidence using multiple computer systems
• Ability to work independently and as part of a team
• Utilities experience (gas/electricity) is an advantage but not required

Training & Support

You’ll receive structured training, ongoing coaching, and access to leaders and subject matter experts who will help you build confidence and capability. You’ll never be left on your own before you’re ready.

About Startek

Startek is a global outsourcing and technology services company operating in 13 countries with more than 38,000 customer experience experts. We proudly support diversity and inclusion and encourage applicants of all backgrounds to apply.

Ready to Start a Meaningful Career?

Apply today and help keep communities safe while building a long‑term future with Startek.