Customer Experience Advocate
3 hours ago
Alinta Energy is a leading energy retailer with a strong presence in Australia, committed to transforming the energy sector through sustainable and affordable solutions.
We're a dynamic company that values collaboration, innovation, and customer satisfaction. Our team is dedicated to delivering exceptional service while ensuring compliance with energy regulations.
Job DescriptionAs a Customer Advocate, you'll play a critical role in providing top-notch customer service, ensuring operational compliance with energy regulations, and representing Alinta Energy to external bodies. You'll work closely with our Senior Customer Advocate Lead to deliver exceptional results and mitigate compliance risks effectively.
This full-time permanent position will see you as a key member of our team, championing customer rights with an in-depth understanding and appreciation of Australian Energy Regulations.
Key Responsibilities- Manage end-to-end cases of Ombudsman Investigations, high-risk internal escalations, and regulatory complaints.
- Prepare 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 in reviewing and revising business interests related to escalated complaints handling.
- Ensure all complaint inquiries (via phone and email) are responded to in line with respective regulations, policies, procedures, and timelines.
- Conduct root cause analysis of all complaints and provide feedback to relevant internal stakeholders to reduce the number of complaints received.
- Experience in a Customer Advocacy role in the energy or similar industry.
- Experience in case management, compliance, or complaint roles with exposure to external ombudsman's bodies.
- Ability to identify breached compliance and regulatory clauses or complaints received by Ombudsman schemes or internal escalations.
- Strong written and verbal communication skills.
$80,000 - $110,000 per annum, depending on experience and qualifications.
BenefitsFlexible working arrangements, career growth opportunities, and a supportive team environment make this role an attractive opportunity for the right candidate.
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