Case Escalations Manager

We are **Smart Energ**y - born in a Byron Bay warehouse with just two blokes and a vision. Eight years later, we expanded into 20 national sales offices, becoming industry leaders in **home electrification** and **renewable energy solutions**. We’re proud to be paving the way toward a sustainable future.

Our award-winning **Smart Care** customer service, recognised by the **Customer Service Institute of Australia** with the_ Best Customer Service Project _award, is a cornerstone of our success and reputation.

**The Role**

As our **Case Escalation Manager**, you will play a critical role in maintaining and improving the customer experience at Smart Energy. You'll handle complex customer complaints, support compliance activities, and help drive operational excellence through data and training initiatives. Your role will report directly to the Customer Service Manager, with additional oversight from the Compliance Manager, Operations Manager, and Managing Director.

This role is perfect for someone who is solution-oriented, has strong technical and compliance awareness, and thrives in a fast-paced, purpose-driven environment. This role is full-time, Monday to Friday, in our vibrant **Byron Bay**head office located in the industrial estate.

**As a valued member of our team, your responsibilities will include**:

- ** Customer Complaints & Compensation**:

- Manage and resolve escalated complaints related to installations and hardware faults.
- Ensure fair resolutions with mínimal overhead.
- Handle public reviews and implement de-escalation strategies without defaulting to compensation.

**Training & Continuous Improvement**
- Train Customer Service and SEG teams on low-level resolution techniques.
- Establish feedback loops to identify root causes and reduce formal complaints.
- Collaborate with the Compliance Manager to deliver training on compliance risks, sales terminology, BNPL rules, and installation standards.

**Compliance Support**
- Assist in managing escalations and liaising with consumer/trade authorities.
- Monitor warranty issues, SLAs, and identify compliance risks.
- Support historical case reviews and cross-team coordination for resolution.

**KPI Reporting & Insights**
- Maintain a weekly compensation and escalation database.
- Report trends and insights to management to drive improvements in complaint reduction.

**Compliance Monitoring**
- Support internal audits and risk assessments.Help develop and maintain compliance policies and procedures.
- Stay current with industry regulations and communicate updates to relevant teams.

**Collaboration & Communication**
- Partner with internal departments to resolve issues effectively.
- Provide feedback to management on recurring problems and suggest process improvements.

**You must have**:

- Proven experience in customer service and complaint resolution
- Strong technical knowledge of solar and battery systemsExcellent verbal and written communication skills
- A diplomatic and calm approach in sensitive situations
- Ability to make sound decisions under pressure
- Proficiency in reporting tools and data management
- Knowledge of consumer protection laws and industry compliance standards
- High attention to detail and strong organizational skills
- Experience using Google Workplace or MS Office - bonus points if you have Salesforce CRM experience.

**Bonus points**:

- A task-focused mindset and goal-oriented drive
- Desire to build a long-term career in the energy industry
- Excitement about working with a mission-driven team solving real-world problems through renewable energy

**Ready to Make the Smart Decision?**

If this sounds like the opportunity you’ve been waiting for, and you’re passionate about delivering exceptional customer experiences while driving a sustainable future — we’d love to hear from you.

SmartEnergyGroupOps