Senior Complaints Case Manager - Escalations & Legal

EnergyAustralia Pty; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee discounts on energy

Hybrid work model

Parental leave

Job summary

EnergyAustralia Pty in Docklands is seeking a Complaints Case Manager to oversee complex senior-management-level complaints, including escalations involving media or ministerial correspondence. This permanent role operates in a hybrid pattern with 2-3 days in the office each week and standard Monday to Friday hours.

You will prepare formal, evidence-based responses, coordinate with Legal and Corporate Affairs, and identify compliance and systemic risks while maintaining audit-ready records and

Qualifications

• Experience handling complex, high-risk or senior management-level complaints in a regulated consumer industry.
• Strong complaints mastery and customer advocacy mindset.
• Outstanding written and verbal communication skills.
• Strong negotiation skills and ability to reach defensible outcomes with customers and stakeholders.
• Judgement under pressure and ability to make sound risk decisions.
• Ability to provide timely updates to senior leaders on case progress and outcomes.
• Strong attention to detail with audit-ready record keeping.
• Working knowledge of Australian energy retail regulatory frameworks (NERR, AER, EWON, EWOV, EWOSA, EWOQ).

Responsibilities

• Resolve senior/executive review complaints within required timeframes using the Fair Outcomes Assessment Framework.
• Manage standard-complexity escalations including VIP complaints, ministerial or government correspondence, media threats, regulator contact and tribunal matters.
• Prepare formal, evidence-based responses for senior management, executives or tribunal audiences.
• Notify Legal and Corporate Affairs of matters with legal or reputational implications and follow guidance.
• Ensure escalated case handling complies with regulatory frameworks and maintain audit-ready documentation.
• Detect and elevate potential systemic issues arising from escalated complaints through governance channels.

Skills

Complaints handling

Customer advocacy

Empathy

Negotiation

Decision making

Communication

Stakeholder updates

Attention to detail

Regulatory knowledge

High-risk cases

Job description

EnergyAustralia Pty in Docklands is seeking a Complaints Case Manager to oversee complex senior-management-level complaints, including escalations involving media or ministerial correspondence. This permanent role operates in a hybrid pattern with 2-3 days in the office each week and standard Monday to Friday hours.

You will prepare formal, evidence-based responses, coordinate with Legal and Corporate Affairs, and identify compliance and systemic risks while maintaining audit-ready records and