Customer Experience Specialist

3 days ago

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

We are seeking an experienced Customer Advocate to join our team at Alinta Energy.

This is a full-time, permanent role that 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
  • 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 to 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 complaints 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
What We Offer

As a Customer Advocate at Alinta Energy, you will be part of a welcoming team that puts our energy into being the best company we can be. We offer a range of benefits, including flexible working, energy discounts, and career growth opportunities.

We are committed to responding to every applicant and will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

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