Customer Complaints & Resolution Specialist

Western Power; Western Australia; 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

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.