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Customer Advocate

1 month ago

Melbourne, Australia Alinta Energy Full time

**Melbourne based with the ability to work mostly from home**:

- **Improve the quality of customers' experiences by effective resolution of issues**:

- **Flexible Hybrid Working |Energy Discounts |Career Growth Opportunities**

**_The better way forward_**

As one of Australia’s biggest energy retailers, with over 1.1 million customers, we have big plans for how we’ll help transform energy in affordable and sustainable ways over the coming years. It’s a genuinely exciting time for us, and it means we can offer opportunities to do work that makes everyone’s future better.

**_ Your part in it_**

Customer Advocacy is the forefront of support for customers, ensuring operational compliance with energy regulations across the business and representing Alinta Energy to Ombudsman offices and external bodies.

Reporting to the Senior Customer Advocate Lead, the Customer Advocate role is critical in providing both an incredible level of customer service, whilst ensuring energy regulations and compliance risk is mitigated effectively and efficiently. This is a full-time permanent role which will see you as a key member of the team, championing customer rights with an in-depth understanding and appreciation in Australian Energy Regulations.

**_ What you’ll get out of it_**

We’re a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other’s wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.

**_ What you’ll put into it_**
- Managing end to end cases of Ombudsman Investigations, high risk internal escalations and regulatory complaints
- Managing formal written responses to external regulatory and government bodies
- Monitoring and understanding Ombudsman related obligation changes for the energy retail business and assist Customer Advocacy manager to review and revise business interests in relation to escalated complaints handling
- Completing root cause analysis of all complaints and deliver feedback to relevant internal stakeholders and reduce the number of complaints received

**_What you’ll bring to it _**
- Experience in a Customer Advocacy role in the energy or similar industry
- Experience in case management, compliance or complaint role with exposure to external ombudsman’s bodies
- Ability to identify breached compliance and regulatory clauses or complaint received by Ombudsman schemes or internal escalations
- Ability to build relationships, resolving difficult complaints, managing conflicts and manage expectations to ensure successful resolution
- Strong written and verbal communication skills

This role suits a customer service champion who is naturally empathetic, results driven and always looking for the best resolution.

**_ Like what you’re seeing?_**

If you like the sound of this, and you’ve got experience in a similar role, we’d love to talk to you. Come and _discover better together _with Alinta Energy.

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.

**We look forward to hearing from you.**

Closing date: 28th of October

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