Melbourne based with the ability to work mostly from homeImprove the quality of customers' experiences by effective resolution of issuesFlexible Hybrid Working | Energy Discounts | Career Growth OpportunitiesThe better way forwardAs one of Australia's biggest energy retailers, with over 1.1 million customers, we have big plans for how we'll help transform energy in affordable and sustainable ways over the coming years. It's a genuinely exciting time for us, and it means we can offer opportunities to do work that makes everyone's future better.Your part in itCustomer 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 Senior Customer Advocate Lead, 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 key member of the team, championing customer rights with an in-depth understanding and appreciation of Australian Energy Regulations.What you'll get out of itWe're a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other's wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.What you'll put into itManaging end-to-end cases of Ombudsman Investigations, high-risk internal escalations, and regulatory complaintsManaging formal written responses to external regulatory and government bodiesMonitoring and understanding Ombudsman-related obligation changes for the energy retail business and assisting the Customer Advocacy manager to review and revise business interests in relation to escalated complaints handlingEnsuring all complaint inquiries (via phone and email) are responded to in line with the respective regulations, policies, procedures, and timelinesCompleting root cause analysis of all complaints and delivering feedback to relevant internal stakeholders to reduce the number of complaints receivedWhat you'll bring to itExperience in a Customer Advocacy role in the energy or similar industryExperience in case management, compliance, or complaint role with exposure to external ombudsman bodiesAbility to identify breached compliance and regulatory clauses or complaints received by Ombudsman schemes or internal escalationsAbility to build relationships, resolving difficult complaints, managing conflicts, and managing expectations to ensure successful resolutionStrong written and verbal communication skillsThis role suits a customer service champion who is naturally empathetic, results-driven, and always looking for the best resolution.Like what you're seeing?If you like the sound of this, and you've got experience in a similar role, we'd love to talk to you. Come and discover better together with Alinta Energy.We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.If your application progresses, we 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.We look forward to hearing from you.Click 'Apply' to submit your application.Closing date: 15th of November.
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