Escalations Manager | Home Electrification

Smart Energy; Byron Bay; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Friday beers

Team events

Annual overseas trips

Job summary

Smart Energy, based in Byron Bay, is seeking an experienced Case Escalation Manager to own our most complex customer cases and drive continuous improvement across the business. You'll step in when a situation needs judgement and problem-solving, resolving complex complaints, installation issues, and compliance matters while keeping the customer experience front and centre.

This is a full-time role at our Byron Bay Head Office.

Qualifications

• Proven experience in customer service and complaint resolution.
• Excellent verbal and written communication skills.
• A diplomatic and calm approach in sensitive situations.
• Ability to make sound decisions under pressure.
• Proficiency in reporting tools and data management.
• Knowledge of consumer protection laws and industry compliance standards.
• High attention to detail and strong organizational skills.
• Experience using Google Workplace or MS Office - bonus points if you have Salesforce CRM experience.

Responsibilities

• Manage and resolve escalated complaints related to installations and hardware faults.
• Ensure fair resolutions with minimal overhead.
• Handle public reviews and implement de-escalation strategies without defaulting to compensation.
• Train Customer Service and SEG teams on low-level resolution techniques.
• Establish feedback loops to identify root causes and reduce formal complaints.
• Collaborate with the Compliance Manager to deliver training on compliance risks, sales terminology, BNPL rules, and installation standards.
• Assist in managing escalations and liaising with consumer/trade authorities.
• Monitor warranty issues, SLAs, and identify compliance risks.
• Support historical case reviews and cross-team coordination for resolution.
• Maintain a weekly compensation and escalation database.
• Report trends and insights to management to drive improvements in complaint reduction.
• Support internal audits and risk assessments.
• Help develop and maintain compliance policies and procedures.
• Stay current with industry regulations and communicate updates to relevant teams.
• Partner with internal departments to resolve issues effectively.
• Provide feedback to management on recurring problems and suggest process improvements.

Skills

Customer service

Complaint resolution

Verbal communication

Written communication

Decision making

Data management

Reporting tools

Compliance knowledge

Tools

Salesforce CRM

Google Workspace

MS Office

Job description

We are Smart Energy. We started with two blokes in a Byron Bay warehouse and a big idea. Ten years later, we’ve grown into a national home electrification business with 18 sales offices across Australia, helping households move towards smarter, cleaner and more sustainable energy.

Our customer experience is a huge part of what sets us apart. Our Smart Care team has even been recognised by the Customer Service Institute of Australia, receiving the Best Customer Service Project award.

Now we’re looking for an experienced Case Escalation Manager to take ownership of our most complex customer cases and help us continuously improve how we do things.

The Opportunity

This is not your standard customer service role.

You’ll be the person who steps in when a situation needs a little more experience, judgement and problem-solving power.

From complex complaints and installation issues to compliance matters and public reviews, you’ll work across the business to find fair, practical resolutions while keeping the customer experience front and centre.

You’ll need deep empathy paired with a strong backbone. You know how to advocate for a frustrated customer, navigate difficult conversations and find solutions without automatically throwing compensation at every problem.

You’ll report directly to our Customer Success Manager, while working closely with our Compliance Manager, Operations Manager and Managing Director.

This is a full-time, Monday to Friday role based in our Byron Bay Head Office.

As a valued member of our team, your responsibilities will include:

Customer Complaints & Compensation

• Manage and resolve escalated complaints related to installations and hardware faults.
• Ensure fair resolutions with minimal overhead.
• Handle public reviews and implement de‑escalation strategies without defaulting to compensation.

Training & Continuous Improvement

• Train Customer Service and SEG teams on low‑level resolution techniques.
• Establish feedback loops to identify root causes and reduce formal complaints.
• Collaborate with the Compliance Manager to deliver training on compliance risks, sales terminology, BNPL rules, and installation standards.

Compliance Support

• Assist in managing escalations and liaising with consumer/trade authorities.
• Monitor warranty issues, SLAs, and identify compliance risks.
• Support historical case reviews and cross‑team coordination for resolution.

KPI Reporting & Insights

• Maintain a weekly compensation and escalation database.
• Report trends and insights to management to drive improvements in complaint reduction.

Compliance Monitoring

• Support internal audits and risk assessments.
• Help develop and maintain compliance policies and procedures.
• Stay current with industry regulations and communicate updates to relevant teams.

Collaboration & Communication

• Partner with internal departments to resolve issues effectively.
• Provide feedback to management on recurring problems and suggest process improvements.

What We’re Looking For:

• Proven experience in customer service and complaint resolution
• Excellent verbal and written communication skills
• A diplomatic and calm approach in sensitive situations
• Ability to make sound decisions under pressure
• Proficiency in reporting tools and data management
• Knowledge of consumer protection laws and industry compliance standards
• High attention to detail and strong organizational skills
• Experience using Google Workplace or MS Office - bonus points if you have Salesforce CRM experience.

Bonus Points:

• A task-focused mindset and goal‑oriented drive
• Desire to build a long‑term career in the energy industry
• Excitement about working with a mission‑driven team solving real‑world problems through renewable energy

Why Smart Energy?

You’ll be joining a growing Australian business in an industry that is changing incredibly quickly.

You’ll work from our Byron Bay Head Office, surrounded by teams across Customer Service, Operations, Compliance, Sales, Technical and Installations.

Most importantly, this is a role where you can genuinely influence how we operate. You won’t just be closing cases. You’ll be helping us understand why they happened and how we stop them happening again.

Expect:

• Friday beers, office competitions, collaberative environment
• Team lunches, celebrations and plenty of reasons to get everyone together
• Regular team events, incentives and company celebrations
• Annual incentive overseas trips for high performers
• A genuinely collaborative environment where you can walk over to another department and actually get things done
• Plenty of internal career progression as the business continues to grow
• Exposure to senior leaders and the opportunity to have your ideas heard
• A workplace where personality is encouraged and you don’t have to become a corporate robot to progress
• A team full of ambitious people who like hitting targets, solving problems and celebrating the wins together
• The chance to work in one of Australia’s most exciting industries while living and working in Byron Bay
• A culture built around performance, ideas, energy and having a great time along the way