Senior Complaints Case Manager (Hybrid, High-Impact)

Energy Australia; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

EnergyAustralia in Melbourne is seeking a Complaints Case Manager to oversee complex, senior-management-level complaints, including escalations involving ministerial correspondence or tribunal proceedings, and to work with Legal and Corporate Affairs on matters with legal or reputational implications.

Based in Docklands with a hybrid pattern (2-3 days in the office), you will prepare evidence-based responses, ensure audit-ready records, and guide stakeholders through fair outcomes while

Qualifications

• Experience handling complex, high‑risk complaints in regulated settings.
• Regulatory framework exposure and compliance knowledge.
• Excellent written and verbal communication; customer-focused approach.
• Strong negotiation skills and stakeholder management.
• Attention to detail with audit-ready documentation.

Responsibilities

• Resolve senior/executive review complaints within required timeframes.
• Manage standard-complex escalations including ministerial/government matters, media threats or regulator contact.
• Prepare formal, evidence-based responses for senior management, executives or tribunal audiences.
• Notify Legal and Corporate Affairs of legal or reputational implications and follow guidance.
• Ensure compliance with National Energy Retail Rules and the Complaints Handling Framework; maintain audit-ready records.
• Detect and elevate potential systemic issues from escalated complaints.

Skills

Complex complaints

Regulatory knowledge

Negotiation skills

Communication skills

Customer empathy

Attention to detail

Risk assessment

Stakeholder updates

Job description

EnergyAustralia in Melbourne is seeking a Complaints Case Manager to oversee complex, senior-management-level complaints, including escalations involving ministerial correspondence or tribunal proceedings, and to work with Legal and Corporate Affairs on matters with legal or reputational implications.

Based in Docklands with a hybrid pattern (2-3 days in the office), you will prepare evidence-based responses, ensure audit-ready records, and guide stakeholders through fair outcomes while