Complaints & Resolutions Officer

Western Power; Perth; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Career progression

Flexible work arrangements

Additional leave

Salary packaging

Health insurance discount

Gym membership

Employee recognition

Renewable energy focus

Wellness days

Parental leave

Job summary

Western Power is seeking a Complaints & Resolutions Officer on a two-year fixed-term contract in Perth CBD. You will manage and resolve escalated complaints from customers and stakeholders, investigate thoroughly, and deliver fair, timely responses with an emphasis on customer experience.

You will build relationships, balance customer needs with business goals, and contribute to continuous service improvement while upholding Western Power values and standards.

Qualifications

• Demonstrated ability to analyze complex issues and provide balanced, practical solutions.
• Excellent written and verbal communication, with clear, audience-appropriate messaging.
• Proven ability to influence stakeholders and build cross-team relationships.
• Calm under pressure with sound judgement and prioritization skills.

Responsibilities

• Manage and resolve complex customer complaints and enquiries, including escalations from ministerial offices and MPs.
• Investigate issues thoroughly and prepare clear, accurate responses within required timeframes.
• Deliver professional, empathetic, solution-focused communication in writing and verbally.
• Maintain complaint records and outcomes within relevant systems to ensure compliance.
• Assess risks and determine appropriate actions using policies and procedures.
• Build relationships across the business to influence outcomes and achieve balanced resolutions.
• Identify root causes and trends to support continuous improvement of customer experience.

Skills

Problem-solving

Communication

Relationship building

Resilience

Customer-centric

Job description

Select how often (in days) to receive an alert: Create Alert

Complaints & Resolutions Officer - Two Year Fixed Term - Perth CBD

We are seeking a customer-focused and solutions-driven Complaints and Resolutions Officer to join Western Power on a two-year fixed-term contract. In this pivotal role, you will manage complex and escalated complaints from customers and key stakeholders, including ministerial offices, Members of Parliament and the Ombudsman, ensuring concerns are investigated thoroughly and resolved in a fair, timely and professional manner.

As a key representative for Western Power, you will play an important role in shaping positive customer and stakeholder experiences. By balancing customer needs with business outcomes, you will deliver high-quality resolutions, build trust and confidence, and contribute to the continuous improvement of our services, reputation and overall customer experience.

Your Role in Action

• Manage and resolve complex customer complaints and enquiries, including escalations from ministerial offices, Members of Parliament, the Energy Ombudsman and other key stakeholders.
• Investigate issues thoroughly and prepare clear, accurate and well-researched responses that meet required standards and timeframes.
• Deliver exceptional customer service through professional, empathetic and solution-focused communication, both verbally and in writing.
• Accurately maintain complaint records, case actions and outcomes within relevant systems to ensure compliance and fulfil customer commitments.
• Analyse complaints, assess risks and determine appropriate courses of action by applying sound judgement, business knowledge and established policies and procedures.
• Build effective relationships across the business to influence outcomes, provide expert guidance and achieve balanced resolutions for customers and Western Power.
• Identify root causes, emerging trends and areas of risk, contributing to continuous improvement initiatives that enhance the customer experience and reduce future complaints.
• Champion Western Power's values while helping to strengthen our reputation through fair, transparent and customer-focused complaint resolution.

What Makes You a Great Fit

• Strong problem-solving skills, with the ability to navigate complex issues, assess risks and identify balanced, practical solutions.
• Exceptional written and verbal communication skills, with the ability to translate complex information into clear, concise and audience-appropriate messages.
• Proven ability to build relationships, influence stakeholders and achieve positive outcomes in challenging or sensitive situations.
• Resilience and sound judgement when managing competing priorities, complex enquiries or high-pressure customer interactions.
• A customer-centric mindset, with a genuine passion for delivering fair, high-quality outcomes that balance customer needs with business objectives.
• Experience in customer service, case management, dispute resolution, investigations or other environments requiring critical thinking, empathy and effective decision‑making.

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. Y ou 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.
• 22 weeks paid parental leaveand 5 days of First Nations cultural leaveto support family and cultural connections.

Applications close on 13 September 2026

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities.As a WORK180 -endorsed employer for women, we are proud of our commitment to inclusion. You can learn more about this through our Reconciliation Action Plan and Disability Access and Inclusion Plan.