Ombudsman & Regulatory Complaints Advocate

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

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.