Customer Experience Lead: Complaints & Resolution

Source; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

PLUS ES is seeking a skilled Customer Experience Lead to manage the Customer Contact Centre and CORE activities, including complaints, Ombudsman enquiries and compensation.

Reporting to the Customer Experience Lead, you will coach a team, coordinate workload and ensure compliant, high-quality service across internal and BPO partners. The role offers a hybrid arrangement with three days per week in the office, shaping customer journeys across utilities and energy services.

Qualifications

• Five years’ experience in utilities, energy, metering or operational services, with contact centre, complaints, case-management or service-operations exposure.

Responsibilities

• Coordinate daily contact centre coverage, workload, priorities and escalations.
• Lead complex complaints, Ombudsman enquiries and compensation cases to accurate, documented resolution.
• Monitor service quality and internal/BPO performance using reports, case reviews and customer feedback.
• Coach team members, clarify expectations and build contact-handling and case-management capability.
• Improve first-contact resolution, simplify processes and maintain compliant service hand-offs.

Skills

Customer contact centre

Complaint handling

Coaching

CRM knowledge

Microsoft Office

Tools

CRM software

Microsoft Office

Job description

PLUS ES is seeking a skilled Customer Experience Lead to manage the Customer Contact Centre and CORE activities, including complaints, Ombudsman enquiries and compensation.

Reporting to the Customer Experience Lead, you will coach a team, coordinate workload and ensure compliant, high-quality service across internal and BPO partners. The role offers a hybrid arrangement with three days per week in the office, shaping customer journeys across utilities and energy services.