Customer Resolution Specialist
Agency Jacana Energy Contact
Shannon Cotis at
Work Unit Customer Experience
[email protected]
Job title Customer Resolution
Specialist Agency information
www.jacanaenergy.com.au
Designation Jacana Energy Level 2
Information for applicants
Job type Ongoing Applications must include a one-page summary
about you, a detailed resume and copies of
Salary $80,944 - $102,237 tertiary qualifications. For further information for
applicants and example applications see:
Location Darwin http://www.nt.gov.au/ocpe
Position 37328 Special Measures
number Jacana Energy values diversity in the workplace that
RTF 353219 represents the community. Therefore, under an
approved Special Measures Plan, Aboriginal
Closing 11/08/2026 applicants will be granted priority consideration for
this vacancy. For more information on Special
Measures, go to the OCPE website.
Information about selected applicant’s merit
If you accept this position, a summary of your merit
(including work history, qualifications, experience,
skills, etc.) will be provided to other applicants to
enable transparency and understanding of the
decision. For further information see:
http://www.nt.gov.au/ocpe
Apply online link
https://jobs.nt.gov.au/Home/JobDetails?rtfId=353219
ABOUT THE ROLE
The Customer Resolution Specialist investigates and manages complex customers
complaints, escalations, Ombudsman complaints, Ministerial enquiries, and other sensitive
customer matters across Jacana Energy. The role conducts account investigations, identifies
root causes, prepares written responses and reports, analyses trends, and works
collaboratively to deliver fair and customer-focused outcomes. The position requires strong
analytical, communication, and stakeholder management skills in a quick-paced, regulated
setting.
CORE RESPONSIBILITIES
What you will be doing:
1. Manage complex customer complaints, escalations, Ombudsman matters,
Ministerial enquiries, and sensitive customer issues.
2. Investigate customer accounts, billing, meter data, and operational processes to
identify root causes and recommend solutions.
3. Prepare clear and professional correspondence, reports,
case summaries, and
formal responses.
4. Manage customer interactions professionally, including de-escalating difficult
situations and negotiating outcomes.
5. Analysis of customer and operational data to identify trends, risks, and
improvement opportunities.
6. Collaborate with internal teams and external stakeholders to resolve customer
matters and achieve positive outcomes.
7. Manage competing priorities while meeting complaints handling timeframes and
service standards.
8. Maintain accurate records and ensure compliance with organisational, regulatory,
privacy, and complaint management requirements.
SELECTION CRITERIA
The ideal candidate must have:
1. Demonstrated experience managing complex customer complaints, escalations,
and sensitive customer matters.
2. Proven investigation and analytical skills, including identifying root causes and
determining appropriate, evidence-based outcomes.
3. Demonstrated experience preparing clear, concise and professional
correspondence, including reports and formal responses suitable for customers
and stakeholders.
4. Highly developed communication and interpersonal skills, with a demonstrated
track record in de-escalation, negotiation, and stakeholder engagement.
5. Proven experience using reporting tools, case management systems, and
customer data platforms to analyze trends, interpret insights, and inform decision-
making.
6. Demonstrated capability to manage competing priorities and high-volume
workloads while maintaining accuracy, professionalism, confidentiality and
attention to detail.
7. Proven ability to systemic issues and emerging trends and contribute to
continuous improvement initiatives including preventable actions.
8. Strong track record of collaboration with internal and external stakeholders,
fostering effective working relationships to achieve customer and organisational
outcomes.
9. Sound understanding of customer service principles, complaint management
frameworks, and relevant regulatory or compliance requirements, with
demonstrated application in practice.
10. Demonstrated commitment to delivering professional, customer-focused outcomes
aligned with organisational values.
You may also have:
1. Relevant experience in regulated utility or commercial environment, or Government
owned Corporation.
2. Previous experience with CRM and Genesys, or similar systems
CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.
Being Resilient Rebounding from setbacks and adversity when facing
difficult situations.
Collaborates Building partnerships and working collaboratively with
others to meet shared objectives.
Interpersonal Acumen Relating openly and comfortably with diverse groups of
people.
Plans and Aligns Planning and prioritising work to meet the commitments
aligned with organisational goals.
Self-Development Actively seeking new ways to grow and be challenged
using both formal and informal development channels.
HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at https://jobs.nt.gov.au/Home/JobDetails?rtfId=353219
FURTHER INFORMATION
Willingness and ability to work flexible working hours between the hours of 8am-6pm.
The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A criminal history will not exclude an applicant from this
position unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.
Jacana Energy offers a range of employee incentives. Head over to our careers page for
more.
📌 Customer Resolution Specialist (Darwin)
🏢 Jacana Energy
📍 Darwin