Complaints Case Manager

EnergyAustralia Pty; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee discounts on energy

Hybrid work model

Parental leave

Job summary

EnergyAustralia Pty in Docklands is seeking a Complaints Case Manager to oversee complex senior-management-level complaints, including escalations involving media or ministerial correspondence. This permanent role operates in a hybrid pattern with 2-3 days in the office each week and standard Monday to Friday hours.

You will prepare formal, evidence-based responses, coordinate with Legal and Corporate Affairs, and identify compliance and systemic risks while maintaining audit-ready records and

Qualifications

• Experience handling complex, high-risk or senior management-level complaints in a regulated consumer industry.
• Strong complaints mastery and customer advocacy mindset.
• Outstanding written and verbal communication skills.
• Strong negotiation skills and ability to reach defensible outcomes with customers and stakeholders.
• Judgement under pressure and ability to make sound risk decisions.
• Ability to provide timely updates to senior leaders on case progress and outcomes.
• Strong attention to detail with audit-ready record keeping.
• Working knowledge of Australian energy retail regulatory frameworks (NERR, AER, EWON, EWOV, EWOSA, EWOQ).

Responsibilities

• Resolve senior/executive review complaints within required timeframes using the Fair Outcomes Assessment Framework.
• Manage standard-complexity escalations including VIP complaints, ministerial or government correspondence, media threats, regulator contact and tribunal matters.
• Prepare formal, evidence-based responses for senior management, executives or tribunal audiences.
• Notify Legal and Corporate Affairs of matters with legal or reputational implications and follow guidance.
• Ensure escalated case handling complies with regulatory frameworks and maintain audit-ready documentation.
• Detect and elevate potential systemic issues arising from escalated complaints through governance channels.

Skills

Complaints handling

Customer advocacy

Empathy

Negotiation

Decision making

Communication

Stakeholder updates

Attention to detail

Regulatory knowledge

High-risk cases

Job description

Job Description

Complaints Case Manager

Business Unit: Customer

Sourcing Location: Victoria

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation. Our ability to deliver on this purpose will be dependent on our people.

As the energy sector rapidly evolves with electrification, renewables, and sustainability at the forefront, we are delivering innovative centralised energy solutions to meet the needs of modern communities.

About The Role

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).

Applications close Monday 16 November 2026

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves - because we believe that’s when we’re at our best.

We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here's What You Can Look Forward To

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks' paid parental leave - completely gender-equal
• Energise Program - flexible working that's team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes - tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self