Title:  Customer Resolutions Consultant

We bring the energy – through purpose and people.

Not just through the infrastructure we operate, but through the way we show up for each other, our customers’ and our communities. The future of energy is in our hands. Let’s shape it together.

Are you excited to solve some of the most complex energy challenges of our time?

We have a 12-month fixed term opportunity for a Customer Resolutions Consultant to join our team!

You will be responsible for investigating complicated and technically difficult claims, escalated complaints and EWOV (Energy & Water Ombudsman of Victoria) cases.  The Customer Resolutions Consultant will also liaise with customers and negotiate settlements when appropriate and assist in ensuring all EWOV deadlines are met.

This role is based in Southbank and is part of the Customer and Community team.

What you’ll be doing in this role:

• Investigate, provide written recommendations and resolve customer claims, escalated complaints and EWOV matters against AusNet and or its external contractors who perform work on our behalf
• Ensure the resolution of all cases in a timely manner and within service level KPI’s
• Prepare accurate correspondence to customers or their representatives ensuring focus on quality and customer experience
• Support Customer Service and Care teams on escalations to avoid potential escalation
• Accurately assess liability and quantum of claims and prepare detailed recommendations for resolution in a timely manner, ensuring clear outcomes for customers
• Develop effective working relationships with other parts of the business to help foster solutions to customer issues in a timely manner
• Provide feedback to the business on identified business improvement opportunities to drive change within the organisation, including possible compliance and systemic issues

You don’t need to check every box, however we’re looking for a good combination of:

• Exceptional communication and customer service skills, existing Ombudsman and complaint skills preferred
• Ability to analyse a situation and apply the appropriate procedure to execute a successful outcome
• Willingness to learn and become capable on a variety of different IT systems including email, CRM (Salesforce) Telephone systems, Explore, SAP, Fusion, Spout (or social media platforms), GIS spatial systems MS office suite Power BI, NEXOS SMS portal
• Ability to leverage relationships with all stakeholders in a diverse and changing environment for positive customer and business outcomes

The AusNet experience is all about…

• Solving some of the most complex energy challenges of our time: We love unpacking clever ways and looking at things differently.
• Building an energy future to be proud of: We’re a trusted leader, with deep expertise, driven to do what’s right for our customers and communities.
• Being apart a team that cares deeply about each other: We share in the good times. We support in the tough times. And we’re humble through and through.

We’re committed to building an inclusive culture and a diverse workforce. We believe different perspectives are essential to our success, and we encourage all applicants to apply. If you need any adjustments during the recruitment process, we're happy to discuss how we can support you.

AusNet. We bring the energy. Want to be part of it too? Apply now.