The Complaints Case Manager is responsible for managing complex, senior-management-level complaints — including standard-complexity escalations involving media, ministerial correspondence or tribunal proceedings — through to resolution.
The role prepares formal, evidence-based responses for senior management, executive or tribunal audiences, working closely with Legal and Corporate Affairs on matters with legal or reputational implications, while identifying compliance, legal and systemic risks arising from escalated casework.
This is a permanent individual contributor role within Escalations and based in Docklands. The role follows a hybrid work model, with 2-3 days in the office each week, and standard Monday to Friday business hours.
Key Responsibilities
- Resolve senior/executive review complaints by applying the Fair Outcomes Assessment Framework within the required timeframe for each stage.
- Manage standard-complexity non-standard escalations — VIP complaints, ministerial or government correspondence, media threats, regulator contact, tribunal matters, reception visits and privacy incidents.
- Prepare formal, evidence-based responses for senior management, executive or tribunal audiences.
- Notify Legal and Corporate Affairs of matters with legal or reputational implications and follow their direction.
- Ensure escalated case handling complies with the National Energy Retail Rules and EnergyAustralia's Complaints Handling Framework, maintaining audit-ready documentation.
- Detect and elevate Potential Systemic Issues arising from escalated complaints via the appropriate governance channels.
About you
- Demonstrated experience handling complex, high-risk or senior management-level complaints in a regulated consumer industry.
- Strong complaints mastery and a customer advocacy mindset; able to see each matter through the customer's eyes, champion fair outcomes and drive improvements that stop issues recurring.
- Highest standard of customer service; genuine empathy for customers experiencing hardship, distress or vulnerability, even in the most sensitive or high-risk matters.
- Strong negotiation skills; able to reach fair, defensible outcomes with customers, senior stakeholders and external parties.
- Strong judgement under pressure and the ability to make sound, defensible decisions on case risk and resolution pathways.
- Outstanding written and verbal communication skills; able to produce clear, precise correspondence for senior audiences.
- Proven experience providing clear, concise and timely updates to senior leaders on case progress, emerging risks and outcomes.
- Strong attention to detail; able to maintain accurate, audit-ready case records and ensure every response is precise, complete and well evidenced.
- Working knowledge of Australian energy retail regulatory frameworks (NERR, AER, EWON, EWOV, EWOSA, EWOQ).
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Complaints Case Manager in Melbourne employer: Energy Australia
Mount Piper Power Station is an exceptional employer, offering a dynamic work environment in the heart of New South Wales' Central West. With a strong focus on safety, leadership development, and community engagement, employees are empowered to drive innovation and continuous improvement while enjoying robust career growth opportunities. The collaborative culture fosters trust and teamwork, making it a rewarding place for those looking to make a meaningful impact in the power generation sector.
