Customer Advocate

**Improve the quality of customers' experiences by effective resolution of issues**:

- **Hybrid working combining office-based and work from home**:

- **Based in Southbank, Melbourne CBD, modern offices with Yarra views**

**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.**

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.

**Our Culture**:
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.

**About the role**:
Customer Advocacy is the forefront of support for customers, ensuring operational compliance with energy regulations across the business and representing Alinta Energy to Ombudsman offices and external bodies.

Reporting to the Manager of Customer Advocacy, the Customer Advocate role is critical in providing both an incredible level of customer service, whilst ensuring energy regulations and compliance risk is mitigated effectively and efficiently. This is a full-time permanent role which will see you as a senior member of the team, championing customer rights with an in-depth understanding and appreciation in Australian Energy Regulations.

Alinta’s values are embedded throughout the business which fosters a positive and inclusive environment. This is a tight-knit and supportive team who has a lot of cross collaboration with other business units which helps create a continuous learning journey.

**What you will do **
- End to end case management 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 Customer Advocacy manager to review and revise business interests in relation to escalated complaints handling
- Ensure all complaints / enquires 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

**About you**
- Energy industry experience with exposure across multiple facets of the energy market is advantageous
- Experience in resolving difficult complaints which includes managing conflict
- Ability to build relationships, positively influence stakeholders and manage expectations to ensure successful resolution
- Experience in a compliance / 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
- Strong written and verbal communication skills

We are looking for customer service champions who are naturally empathetic, results driven and always looking for the best resolution. One of our key values at Alinta is ‘People Matter’, so even if you don’t possess all the mentioned skills, we would still encourage you to apply

**Benefits**:

- Hybrid working arrangements for most roles, combining office-based and work from home
- Staff energy discount offer (where products are available)
- Generous employee referral bonus
- Salary Packaging options
- Paid community volunteer leave
- Access to LinkedIn learning
- Discount program for a range of products and services
- 14 weeks of fully paid parental leave
- Company paid salary continuance insurance
- Ability to purchase additional leave
- Modern offices with free snacks, drinks, and coffee

Let’s spread the positive energy together

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

**How to apply**: