Complaints & Resolutions Team Leader

2 weeks ago

Perth, Australia Western Power Full time

**Complaints & Resolutions Team Leader**:

- Location: Perth Office - CBD, WA, AU
- 23 Apr 2025

We are seeking a dynamic and experienced **Complaints & Resolutions Team Leader** to manage our Complaints & Resolutions team, ensuring the provision of timely, accurate and well-researched responses to verbal and written complaints on behalf of the Executive Management Team, Minister for Energy, Department of Premier and Cabinet, Energy & Water Ombudsman and Members of Parliament received through the Government Relations Team.

As a key advocate for our customers, you will champion fair treatment, monitor the effect of our services and where necessary engage where customers could be adversely affected.

**Your Role in Action**
- Plan and implement work schedules for the team making the best use of assigned resources to meet planned outputs.
- Identify improvements to allow the team to deliver in an auditable, cost effective, consistent and timely manner.
- Effective and efficient use of Western Power systems across the team.
- Understand the allocated budget for the team and resources.
- Coordinate and manage the ministerial and ombudsman processes.
- Initiate policy or procedure reviews where customer rights may not be met.
- Identify and implement improvement opportunities.
- Develop, monitor and report on KPIs relevant to the Team and improve team efficiencies.
- Provide statistical reports on complaints to internal and external stakeholders.
- Work effectively with Industry associations and other relevant organisations.

**What Makes You a Great Fit**

We are seeking someone with experience and attributes that include:

- Demonstrated extensive experience in managing a team involved in complains resolution, customer service and/or stakeholder management.
- Formal qualifications in communication, journalism, media, business management or political science.
- Proven skills in managing customer and stakeholder concerns or issues with advanced negotiation skills.
- High level communication skills both written.
- Strong decision making, problem solving and planning skills.
- Continuous improvement mindset with experience in training and coaching techniques and sound presentation skills to multiple discipline audiences.

Desirable:

- Knowledge of political and industry stakeholder group operations.
- Electricity industry regulatory knowledge.

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including:

- Over 50% of our employment opportunities are driven by career progression.
- Flexible work arrangements to support part time work, working hours and working from home arrangements.
- The opportunity to purchase up to four weeks of additional leave per year.
- Access to salary packaging, social club activities, and discounted health insurance and gym membership.
- An award-winning employee recognition and benefits programme.
- An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.
- In addition to standard leave, enjoy three wellness leave days each year.

**Applications** **close 7 May 2025

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