Customer Advocate

3 weeks 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**

**Want a **_better_** job?**

You’ll find it at Alinta Energy.

Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it.

**_ Help us make energy better_**

We’re making_ energy better_ for our more than 1.1 million customers - and we’re making _work life better_ for our 1,000+ people too.

**Enjoy **_better benefits _**including g**reat discounts on electricity and gas usage where Alinta Energy products are available, flexible work arrangements and 14 weeks paid parental leave**

**_ Help us make energy better_**

**About the role**:
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 Manager of Customer Advocacy, 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.

**_ In this role, you’ll b_**_e_**:

- 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

**_Ideally, you’ll bring to the role:_**
- 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.

**Enjoy **_better _**_benefits_** - check our website for the full list

**One of the best things about Alinta Energy is we **_discover better together_**. If you like the sound of that, and you’re a match for the role, we’d love to talk to you.**

**Alinta Energy. That’s better.**

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

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

Closing date: Monday 8th March
LinkedIn#LI-CH1

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