Complaints Resolution Manager

2 weeks ago

Melbourne, Australia Asia Pacific Full time

**The Opportunity**:
Newly created role We are seeking an experienced Complaints Resolution Manager to effectively manage and resolve all Simply Energy customer complaints. You will lead by example and liaise with internal and external stakeholders to deliver process improvements and the delivery of exceptional customer service in complaint handling with a focus on reducing our cost to serve.

The role will be accountable to the Vendor and Stakeholder Relationship Manager and be worked flexibly from home and our Southbank office.

Reasonable requests for part time work will be considered.

**Responsibilities**:

- Report on all Customer Resolution/Complaint performance indicators for both business and regulatory requirements
- Build and maintain working relationships with managers, service providers and stakeholders at all levels to ensure satisfactory and timely resolution of complaints.
- Analyse and implement initiatives on reviews conducted of call types with a view to recommending strategies as to how the business can reduce irritant call types to improve customer experience and reduce cost to serve.
- Manage the workload for the service and ensure that appropriate systems and resources are in place so that all complaints are processed and resolved in a timely, fair and transparent manner.
- Responsible for the operational expenditure and service delivery of the complaints management functions.

**About You**:
To be successful in this role, you will have experience working in or with call centres and managing people as well as managing complex services contracts and customer complaints function.

An understanding of the relationship and dynamics associated with energy industry ombudsman regulators and offices is essential.

**Next Steps**:
All applicants must have unlimited rights to work in Australia.

**About ENGIE Australia & New Zealand**:
ENGIE Australia & New Zealand, a joint venture with Mitsui & Co Ltd, is accelerating the transition to a carbon-neutral economy by providing innovative, sustainable energy solutions to households, businesses, communities and cities.

Our mission is to accelerate and support the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally-friendly solutions.

We have 1,100MW of low-carbon generation capacity and more than 2,000MW of renewable energy under development. Our retail business, Simply Energy, has more than 700,000 customer accounts around Australia.

We’re also delivering sustainability solutions to cities, precincts and universities through our ENGIE Net Zero Energy Solutions team.

ENGIE’s trading arm, Global Energy Management (GEM) provides long-energy supply agreements, energy trading, risk management and asset management services to business customers across the ENGIE ANZ portfolio.

Our Business Units

Thermal & Supply
- Simply Energy is one of Australia’s fastest growing energy retailers, with more than 750,000 electricity and gas customer accounts in Victoria, South Australia, New South Wales, Western Australia, The Australian Capital Territory and Queensland.
- 1,000MW of low-carbon generation capacity located in South Australia
- The Hazelwood Rehabilitation Project is a dedicated business stream leading the safe, stable and sustainable rehabilitation of the former Hazelwood Power Station and Mine, which ceased operation in 2017

Renewables
- Development, operation and maintenance of large-scale assets - predominantly in wind, solar and industrial-scale battery storage - as well as integrating hydrogen as an alternative energy source.

Energy Solutions
- ENGIE Net Zero Energy Solutions builds long-term partnerships that deliver net zero outcomes for communities.
- By integrating infrastructure, technology and services, we design, build and operate environmentally-friendly solutions, such as Green Mobility and energy storage, that support and accelerate the transition to a carbon-neutral economy.

Global Energy Management & Sales (GEMS)
- GEMS has 20 years’ presence in energy markets worldwide and offers services including risk management solutions, market access, asset management and optimisation, gas off-take, investment services, physical supply and logistics management, economic research, market analysis and M&A facilitation for energy producers.
- GEMS tailors solutions, such as PPAs, to the specific needs of corporate clients, with a strong focus on decarbonation and decentralisation, matching our clients’ growing needs to lower their carbon footprint and source greener energy with those of renewable asset owners.

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