Complaints Case Manager

Energy Australia; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

EnergyAustralia in Melbourne is seeking a Complaints Case Manager to oversee complex, senior-management-level complaints, including escalations involving ministerial correspondence or tribunal proceedings, and to work with Legal and Corporate Affairs on matters with legal or reputational implications.

Based in Docklands with a hybrid pattern (2-3 days in the office), you will prepare evidence-based responses, ensure audit-ready records, and guide stakeholders through fair outcomes while

Qualifications

• Experience handling complex, high‑risk complaints in regulated settings.
• Regulatory framework exposure and compliance knowledge.
• Excellent written and verbal communication; customer-focused approach.
• Strong negotiation skills and stakeholder management.
• Attention to detail with audit-ready documentation.

Responsibilities

• Resolve senior/executive review complaints within required timeframes.
• Manage standard-complex escalations including ministerial/government matters, media threats or regulator contact.
• Prepare formal, evidence-based responses for senior management, executives or tribunal audiences.
• Notify Legal and Corporate Affairs of legal or reputational implications and follow guidance.
• Ensure compliance with National Energy Retail Rules and the Complaints Handling Framework; maintain audit-ready records.
• Detect and elevate potential systemic issues from escalated complaints.

Skills

Complex complaints

Regulatory knowledge

Negotiation skills

Communication skills

Customer empathy

Attention to detail

Risk assessment

Stakeholder updates

Job description

The Complaints Case Manager is responsible for managing complex, senior-management-level complaints — including standard-complexity escalations involving media, ministerial correspondence or tribunal proceedings — through to resolution.

The role prepares formal, evidence-based responses for senior management, executive or tribunal audiences, working closely with Legal and Corporate Affairs on matters with legal or reputational implications, while identifying compliance, legal and systemic risks arising from escalated casework.

This is a permanent individual contributor role within Escalations and based in Docklands. The role follows a hybrid work model, with 2-3 days in the office each week, and standard Monday to Friday business hours.

Key Responsibilities

• Resolve senior/executive review complaints by applying the Fair Outcomes Assessment Framework within the required timeframe for each stage.
• Manage standard-complexity non-standard escalations — VIP complaints, ministerial or government correspondence, media threats, regulator contact, tribunal matters, reception visits and privacy incidents.
• Prepare formal, evidence-based responses for senior management, executive or tribunal audiences.
• Notify Legal and Corporate Affairs of matters with legal or reputational implications and follow their direction.
• Ensure escalated case handling complies with the National Energy Retail Rules and EnergyAustralia's Complaints Handling Framework, maintaining audit-ready documentation.
• Detect and elevate Potential Systemic Issues arising from escalated complaints via the appropriate governance channels.

About you

• Demonstrated experience handling complex, high-risk or senior management-level complaints in a regulated consumer industry.
• Strong complaints mastery and a customer advocacy mindset; able to see each matter through the customer's eyes, champion fair outcomes and drive improvements that stop issues recurring.
• Highest standard of customer service; genuine empathy for customers experiencing hardship, distress or vulnerability, even in the most sensitive or high-risk matters.
• Strong negotiation skills; able to reach fair, defensible outcomes with customers, senior stakeholders and external parties.
• Strong judgement under pressure and the ability to make sound, defensible decisions on case risk and resolution pathways.
• Outstanding written and verbal communication skills; able to produce clear, precise correspondence for senior audiences.
• Proven experience providing clear, concise and timely updates to senior leaders on case progress, emerging risks and outcomes.
• Strong attention to detail; able to maintain accurate, audit-ready case records and ensure every response is precise, complete and well evidenced.
• Working knowledge of Australian energy retail regulatory frameworks (NERR, AER, EWON, EWOV, EWOSA, EWOQ).