Customer Advocate - Complaints Resolution Specialist

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

Benefits offered by this job

Hybrid working

Energy discounts

Career growth opportunities

Employee Assistance Program (EAP)

Volunteer day

Job summary

Alinta Energy in Melbourne is seeking a Customer Advocate - Complaints Resolution Specialist to own complex Ombudsman and regulatory complaints from start to resolution. You will investigate cases, engage with customers and internal and external stakeholders, and prepare formal responses, using your knowledge of Australian energy regulation to safeguard customers and the business.

This permanent, full-time role offers hybrid working, energy discounts and clear opportunities for career growth.

Qualifications

• Substantial experience in compliance or complex complaint management.
• Strong energy-industry experience gained across multiple areas of the Australian energy market.
• Detailed knowledge of the regulatory and legislative frameworks governing the Australian energy market.
• Experience resolving difficult complaints, managing conflict and working under pressure to tight deadlines.
• Excellent written and verbal communication, analytical judgement, resilience and stakeholder influencing skills.

Responsibilities

• Manage Ombudsman and regulatory complaints end to end
• Investigate issues, identify regulatory or compliance risk and determine fair resolutions
• Prepare formal written responses for Ombudsman, regulatory and government bodies
• Communicate with customers and build productive relationships with internal and external stakeholders
• Analyse complaint trends and root causes to improve processes, policies and customer outcomes

Skills

Strong communication

Regulatory knowledge

Analytical thinking

Stakeholder management

Job description

Customer Advocate - Complaints Resolution Specialist

• Own complex Ombudsman and regulatory complaints from start to resolution
• Apply energy regulation knowledge to protect customers and the business
• Enjoy hybrid working, energy discounts and career growth opportunities

Alinta Energy is one of Australia’s biggest energy retailers, generators and developers with over 1.1 million customers. Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it. We’re investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

We understand that flexibility matters when considering your next role. Let us know your requirements, and we’ll carefully consider how wemight accommodate them.

Ready to make a real impact?

Join Customer Operations within Retail Markets as a Customer Advocate based in our Melbourne office. You will take ownership of complex and escalated customer complaints, including matters referred to Energy Ombudsman schemes and regulators. You will investigate each case, work directly with customers and internal and external stakeholders, and prepare clear formal responses. Using your knowledge of Australian energy regulation, you will identify compliance risk, resolve issues fairly and efficiently, and analyse root causes to recommend process and policy improvements. You will also monitor complaint themes, identify potential systemic issues and share practical insights with teams across the business to help strengthen customer outcomes and reduce future complaints. The role involves balancing empathy and sound judgement with regulatory obligations, commercial considerations and firm timeframes. You will manage a varied caseload, communicate confidently during challenging conversations and represent Alinta Energy professionally with Ombudsman offices and other external bodies. This is a permanent, full-time opportunity for an experienced complaints professional who enjoys detailed investigation, collaborative problem-solving and turning individual cases into broader improvements.

Why you’ll love working here

At Alinta Energy, we’re taking real action to deliver reliable and sustainable energy for Australia — and that practical approach runs through everything we do. You’ll get clear direction, genuine flexibility, and the support you need to grow, all while working on projects that make a lasting difference. We’re big enough to create impact, but small enough that your ideas and effort will always be seen.

There are plenty of other great benefits of working for Alinta Energy, including flexible working, energy discounts, an Employee Assistance Program (EAP), a paid volunteer day each year, fully stocked kitchens, and lots more.

What you’ll do

• Manage Ombudsman and regulatory complaints and information requests end to end
• Investigate issues, identify regulatory or compliance risk and determine fair resolutions
• Prepare formal written responses for Ombudsman, regulatory and government bodies
• Communicate with customers and build productive relationships with internal and external stakeholders
• Analyse complaint trends and root causes to improve processes, policies and customer outcomes

Your experience

• Substantial experience in compliance or complex complaint management, ideally including exposure to external Ombudsman bodies
• Strong energy-industry experience gained across multiple areas of the Australian energy market
• Detailed knowledge of the regulatory and legislative frameworks governing the Australian energy market
• Experience resolving difficult complaints, managing conflict and working under pressure to tight deadlines
• Excellent written and verbal communication, analytical judgement, resilience and stakeholder influencing skills

Please note this role requires full working rights within Australia.

This role will suit a fair-minded and resilient complaints professional who can scrutinise the facts, make confident decisions and balance customer, commercial and compliance outcomes.

We are a 2026 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.

Our Diversity Commitment

Alinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including First Nations Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women’s careers.

We look forward to hearing from you.