Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia’s fastest growing energy retailers (Tango Energy). We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

The Role

The Customer Escalations Consultant plays a key role in supporting Pacific Blue's Retail (Tango Energy) business by managing complex and escalated customer complaints during a period of increased operational demand. Working closely with Process Leads, Customer Solutions teams and key internal stakeholders, the role is responsible for delivering fair, timely and customer-focused complaint resolution in accordance with organisational policies, regulatory obligations and industry codes. The role also provides subject matter expertise in complaint handling, contributes to continuous improvement initiatives, and helps drive positive customer outcomes through effective escalation management.

This is a 12-Month Max Term, hybrid position based in Melbourne or Geelong.

What you’ll be responsible for:

- Be the escalated or first point of contact for all telephone and written customer enquiries and aim to facilitate a first call resolution.
- Be able to confidently have conversations with customers on a large variety of issues e.g. bill enquiries (inbound and outbound), complaints, payments, move ins/move outs. Received, over the phone and written communications (mail and electronically).
- To effectively manage day to day customer enquiries and complaints for business and residential customers whilst working with a view to continuously improve outcomes.




- Be willing to learn all aspects of the retail business and perform additional duties within the department as required by the manager.
- Effectively case manage multiple customers to achieve efficient customer centric outcomes, and meeting regulatory requirements.
- Ensure that the Company’s compliance obligations are actively maintained, managed and kept up-to-date with particular focus on cyber security and data protection and the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations.

Knowledge and experience:

- Tertiary qualifications in a relevant field will be highly regarded but not mandatory.
- Minimum 3 years credit, collection, or customer vulnerability experience within an Energy Retail Business
- Contact center experience, including handling inbound/outbound calls and admin tasks.
- Extensive knowledge of the Essential Services Commission and Australian Energy Regulator processes and policies to support customers facing Hardship and Family Violence, including a key understanding of the Victorian Payment Difficulty Framework (PDF)
- Experience dealing with Life Support processes and associated regulatory obligations.
- Knowledge of the Privacy Act, Hardship (all jurisdictions)
- Well-developed administrative and computer skills

Skills:

- Passionate about supporting customers.
- Demonstrated strong people/communication skills, ability to assist and have effective conversations with extremely vulnerable and high‑risk customers.
- Ability to deal with conflict situations utilising sound negotiation skills




- Ability to work autonomously and as part of a team to deliver high quality work within deadlines.
- Self‑starter who can demonstrate high initiative, an ability to manage multiple tasks and manages their time effectively to manage workload.
- Solid attention to detail with a high level of accuracy
- Excellent problem‑solving skills.
- Ability to clearly explain and define issues/outcomes.
- Sound judgment and decision‑making skills.
- Strong analytical and troubleshooting skills

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets — it's powered by our people. Our passionate and dedicated team is the reason we can generate clean energy today, not just tomorrow.

We provide a wide range of benefits including:

- Discounts to Home Energy and Health Insurance
- Purchased leave program
- Free Employee Assistance Program
- Generous parental leave options
- Work and life balance and flexible work arrangements
- Modern open plan office with ergonomic standing desks
- Office location next to Southern Cross Station and tram stops
- A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

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📌 Customer Escalation Consultant (Melbourne)
🏢 Pacific Blue Australia
📍 Melbourne