Customer Experience Advocate

3 weeks ago


Melbourne, Victoria, Australia Alinta Energy Full time
About the Role

We are seeking a highly skilled and experienced Customer Advocate to join our team at Alinta Energy. As a key member of our customer support team, you will play a critical role in ensuring operational compliance with energy regulations across the business and representing Alinta Energy to Ombudsman offices and external bodies.

Key Responsibilities
  • Manage end-to-end cases of Ombudsman Investigations, high-risk internal escalations, and regulatory complaints
  • Manage formal written responses to external regulatory and government bodies
  • Monitor and understand Ombudsman-related obligation changes for the energy retail business and assist the Customer Advocacy manager to review and revise business interests in relation to escalated complaints handling
  • Ensure all complaint inquiries (via phone and email) are responded to in line with the respective regulation, policies, procedures, and timelines
  • Complete root cause analysis of all complaints and deliver feedback to relevant internal stakeholders and reduce the number of complaints received
Requirements
  • 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
About Us

Alinta Energy is a leading energy retailer in Australia, with a commitment to providing excellent customer service and ensuring operational compliance with energy regulations. We are a welcoming and inclusive team that values respect, great communication, and acting on our ideas. If you are a customer service champion who is naturally empathetic, results-driven, and always looking for the best resolution, we would love to hear from you.



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