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Customer Advocate

Apply now Job no: 497917
Work type: Permanent - Full Time
Location: Melbourne
Categories: Customer Service, Legal & Regulatory, Retail Markets

  • Supportive and customer focused team
  • Based in Southbank with Flexible working options
  • Work in a dedicated small team with room to grow

About Alinta Energy:

At Alinta Energy, we’re constantly striving to do better. Whether it’s lowering customers costs, providing world class local service or sustainable energy, our aim is to be better. And to keep getting better day after day. Better for our customers. Better for Australia. And better for our environment.

It’s an exciting time to become a part of our growing team at Alinta Energy. Our people are our greatest asset and we’re committed to a culture that’s focussed on being better at providing great service externally and internally. An organisation where people truly matter. That’s better.

We’re a leading Australian utility with an owned and contracted generation portfolio of 3,000MW, over 1 million combined electricity and gas retail customers, and around 1,000 employees across Australia and New Zealand. Supplying energy in Australia for over 20 years, today we’re a vertically integrated energy company providing generation, retail and wholesale supply of gas and electricity across Australia. We support the development of renewable energy generation and offer local customer service through support hubs in Perth, Western Australia and Morwell in Victoria.

About the role:

We are looking for an experienced Customer Advocate to join our Customer Operations team on a permanent, full-time basis. Reporting to the Manager of Customer Advocacy, this role is critical in providing both an incredible level of customer service, whilst striking the perfect balance against better commercial outcomes and shaping the broader business through continuous improvement opportunities. The role is critical in having a voice across retail operations team and ensuring continuous efforts in looking for opportunities in seeking better customer outcomes and overall compliance whilst ensuring that any risk is mitigated effectively and efficiently.

You will be a champion of customer rights with an in-depth understanding and appreciation for Australian Energy Regulations and Rules for NECF and Victorian jurisdictions. You are looking for the next step in your career or wanting to bring your legal skills into a new career in energy and are passionate about delivering for customers and balanced against a commercial and compliance mindset.  In addition, through the effective and efficient management of complaints (received via inbound calls and emails), you will apply critical thinking and root cause analysis to proactively identify areas for process and policy improvement that mitigate Alinta’s exposure to complaints and compliance risk and assist resolving these issues. 

To be successful you will have:

  • Tertiary qualification in Regulatory, Compliance or Legal will be advantageous.
  • Extensive experience in a compliance / complaint’s role with exposure to external ombudsman’s departments
  • Detailed knowledge of the regulatory / legislative framework that governs the energy market
  • Ability to identify breached compliance and regulatory clauses in any case or complaint received by Ombudsman schemes or internal escalations
  • Experience in resolving difficult complaints which includes managing conflict
  • Excellent communication skills, both written and verbal, with the ability to effectively communicate with, listen to and interact with a diverse workforce and effectively negotiate and resolve issues leading to business improvements / outcomes.

The Customer Advocacy team is at the forefront of representing the Alinta brand and supporting for complaints raised by Ombudsman Schemes, external bodies, and further supporting complex internal customer complaints and investigations. 

Working at Alinta Energy you will have access to a range of benefits, such as:

  • Flexible work options for most roles where you can work a combination of days from the office and from home
  • Staff Energy Offer (where products are available)
  • Employee Referral Bonus
  • Salary Packaging options
  • Full access to Headspace Application
  • Salary continuance insurance
  • Employee Assistance Program
  • Purchased leave
  • Community volunteer leave

Let’s spread the positive energy together…

Alinta Energy is a Circle Back Initiative employer – we commit to respond to every applicant.

Alinta Energy takes the safety and wellbeing of our people seriously. We require employees to be fully vaccinated against COVID-19 to be able to attend our workplaces.

Please note that if your application progresses you will be required to complete background/pre-employment checks. These checks may include but are not limited to - right to work/immigration checks, reference checks, criminal background checks, checks, qualification checks and additional finance checks for finance related positions.

Click “APPLY” to submit your application. Closing Date: 28th of January 2022

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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