Customer Advocate

**Customer focused with a commercial & compliance mindset**:

- **Passionate team with lots of opportunity**:

- **Based in Southbank with Hybrid working options**

**About Alinta Energy**:
**At Alinta Energy, we’re constantly striving to do better. Whether it’s lowering customers costs, providing world class local service or sustainable energy, our aim is to be better. And to keep getting better day after day. Better for our customers. Better for Australia. And better for our environment.**

It’s an exciting time to become a part of our growing team at Alinta Energy. Our people are our greatest asset and we’re committed to a culture that’s focused on being better at providing great service externally and internally. An organisation where people truly matter. That’s better.

We’re a leading Australian utility with an owned and contracted generation portfolio of 3,000MW, over 1 million combined electricity and gas retail customers, and around 1,000 employees across Australia and New Zealand. Supplying energy in Australia for over 20 years, today we’re a vertically integrated energy company providing generation, retail and wholesale supply of gas and electricity across Australia. We support the development of renewable energy generation and offer local customer service through support hubs in Perth, Western Australia and Morwell in Victoria.

**About the role**:
Customer Advocacy is the forefront of support for our customers and we are looking for a champion of customer rights with an in-depth understanding and appreciation in Australian Energy Regulations. Reporting to the Manager of Customer Advocacy, this is a permanent full-time role within our Customer Operations team. This role is critical in providing both an incredible level of customer service, whilst striving for commercial outcomes and shaping the broader business through continuous improvement opportunities.

**Additional responsibilities are**:

- Understanding of compliance within the Australian Energy Regulations and Rules for NECF and Victorian jurisdictions.
- End to end case management of complaints, internal and Ombudsman cases.
- Strong relationship building skills and excellent stakeholder management.

**To be successful you will have**:

- Experience in a compliance specialist / complaints role with exposure to external Ombudsman’s bodies.
- Detailed knowledge of the regulatory / legislative framework that governs the energy market.
- Ability to identify breached compliance and regulatory clauses in any case or complaint received by Ombudsman schemes or internal escalations.
- Excellent communication skills, with the ability to effectively listen to and interact with a diverse workforce and negotiate and resolve issues leading to business improvements / outcomes.
- Experience in resolving difficult complaints and managing conflict.
- Tertiary qualification in Regulatory, Compliance or Legal will be advantageous.

The Customer Advocacy team is key in representing the Alinta brand and supporting complaints raised by Ombudsman Schemes, external bodies, and complex internal customer complaints and investigations.

Working at Alinta Energy you will have access to a range of benefits, such as:

- Flexible work options for most roles where you can work a combination of days from the office and from home
- Staff Energy Offer (where products are available)
- Employee Referral Bonus
- Salary Packaging options
- Full access to Headspace Application
- Salary continuance insurance
- Employee Assistance Program
- Purchased leave
- Community volunteer leave

Let’s spread the positive energy together

Alinta Energy is a **Circle Back Initiative** employer - we commit to respond to every applicant.

Alinta Energy takes the safety and wellbeing of our people seriously. We require employees to be fully vaccinated against COVID-19 to be able to attend our workplaces.