Customer and Regulatory Officer

Energy & Fertilisers Limited; City Of Kwinana; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Wesfarmers shares

Parental leave

Career development

Salary packaging

Employee discounts

Job summary

Kleenheat is seeking a proactive and motivated Regulatory Officer to join our Regulatory Affairs Team in a permanent hybrid role based at the Perth CBD office. You will develop knowledge of regulatory obligations and apply it to support fair customer outcomes while bringing the voice of the customer into NG&E regulatory work.

You’ll analyse complaints, identify root causes, and turn feedback into actionable regulatory recommendations, working with stakeholders across the business.

Qualifications

• Relevant qualifications and/or experience in a similar role.
• Enjoys analysing complex information to spot root causes and emerging issues.
• Systems-savvy and can turn customer feedback into practical insights.
• Communicates clearly and can influence decisions.
• Open to using AI, automation and digital tools to work smarter.
• Shows empathy, sound judgement and handles confidential matters.
• Experience in complaint management, customer advocacy, analysis, or compliance would be valuable.

Responsibilities

• Manage the objective, fair, and timely resolution of complex customer complaints.
• Analyse complaints and customer experiences to identify root causes, emerging concerns, and systemic issues.
• Turn customer feedback into clear insights and practical recommendations.
• Bring the customer voice into regulatory projects, reviews, and decision-making.
• Support external dispute resolution matters and responses.
• Contribute to regulatory research, compliance activities, reviews, and submissions.
• Provide clear reporting and insights to the NG&E Leadership Team.
• Work with stakeholders across the business on regulatory matters.

Skills

Regulatory affairs

Complaint management

Data analysis

Communication

AI/automation tools

Change management

Empathy & integrity

Stakeholder collaboration

Education

Relevant qualifications

Tools

AI tools

Automation tools

Data analytics tools

Job description

• Be the voice of our customers by resolving complaints fairly, clearly and on time.
• Build your skills in complaints management, regulatory compliance, and customer insight.
• Permanent hybrid position based at our Perth CBD office.

About Kleenheat

We’ve been providing energy solutions to homes and businesses across Western Australia for more than 65 years. We’re committed to delivering energy for today’s customers and tomorrow’s opportunities, with a focus on safe and reliable products and helpful customer service.

This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well positioned for growth, having recently launched a new solar and battery offering for West Australians.

We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.

About the role

Kleenheat is looking for a proactive and motivated person to join our Regulatory Affairs Team as a Customer and Regulatory Officer.

You’ll develop your knowledge of Kleenheat’s regulatory obligations and apply it to support fair and consistent outcomes for customers. You’ll support the Natural Gas and Electricity (NG&E) function by bringing the voice of the customer into Kleenheat, providing clear insights into what customers are experiencing and where we should focus to improve customer and business outcomes. Responsibilities include:

• Manage the objective, fair, and timely resolution of complex customer complaints
• Analysing complaints and customer experiences to identify root causes, emerging concerns, and systemic issues
• Turn customer feedback and complaints into clear insights and practical recommendations
• Bring the customer voice into regulatory projects, reviews, and decision-making
• Support external dispute resolution matters and responses
• Contribute to regulatory research, compliance activities, reviews, and submissions
• Provide clear reporting and insights to the NG&E Leadership Team
• Work with various stakeholders across the business on regulatory matters.

About you

We’re looking for someone who is excited by new ways of working and prepared to challenge inefficient processes. You’ll have the opportunity to explore how AI, automation and data can improve efficiency, reporting accuracy, analysis, and decision-making; including:

• Relevant qualifications and/or experience in a similar role. Someone who is interested to build a career in regulatory or complaints work is ideal.
• Enjoys analysing complex information to spot root causes and emerging issues, and draw clear, evidence-based conclusions
• Is systems-savvy and can turn customer feedback and complaint data into practical insights
• Communicates clearly and has the confidence to influence decisions
• Is open to change and curious about using AI, automation, and digital tools to work smarter
• Shows empathy, sound judgement, integrity, and attention to detail, and handles sensitive matters with care and confidentiality
• Experience in complaint management, customer advocacy, analysis, compliance, or a related field would be valuable.

What we offer

At Kleenheat, we value our people and offer a range of benefits to support your wellbeing, development, and career growth, including:

• Competitive remuneration including allocation of Wesfarmers shares and participation in our annual incentive plan.
• Employer parental leave payment up to 18 weeks.
• Ongoing professional development and career opportunities across our diverse businesses and the Wesfarmers Group.
• Salary sacrifice opportunities, including novated lease vehicle packaging.
• Access to employee benefits across Wesfarmers including staff discounts at Bunnings, Kleenheat, Kmart, Target and Officeworks and Wesfarmers Arts sponsored events.

Why WesCEF

At WesCEF, we are committed to building an engaged, high-performing, and inclusive workforce that reflects the communities in which we operate. We value diversity of thinking, skills, and experience, knowing this drives innovation and better business outcomes.

We welcome applications from people of all backgrounds and encourage Aboriginal and Torres Strait Islander peoples to apply.

We are proud to support flexible working arrangements and understand that flexibility looks different for everyone. If flexibility is important to you, we encourage you to discuss your needs as part of the application process.

WesCEF operates across multiple locations, with our two major hubs based in Kwinana and the Perth CBD.

This position is suitable for applicants with the applicable Australia Work Rights.

Our recruitment process considers your alignment with our company values and the requirements of the role. We may conduct checks to demonstrate your suitability for the role, including but not limited to psychometric assessment, police checks, medical, drug and alcohol testing, right-to-work checks, qualification checks, due diligence, and reference checks.

We reserve the right to commence the recruitment process before the closing date, so we recommend applying as soon as possible.