Job Description
Evoenergy has an exciting opportunity for a Customer Resolutions Officer within our Customer Delivery team.
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This role involves a dynamic combination of customer interaction, compliance management, and stakeholder collaboration to ensure effective resolution of customer feedback and claims. The Customer Resolutions Officer will play a key role in managing customer relations and maintaining the company's reputation by providing efficient and effective resolutions.
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This position requires a proactive individual who can handle complex issues with ease, maintain a strong focus on customer satisfaction, and uphold compliance standards. Working closely with various teams and stakeholders, the ideal candidate will demonstrate excellent problem-solving skills and the ability to negotiate favourable outcomes.
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Key responsibilities
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Manage the registering, tracking, investigation, and resolution of customer feedback and keeping customers informed within designated compliance timeframes.
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Maintain complaint handling procedures to ensure compliance to legislative requirements.
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Investigate and manage general Evoenergy claims to ensure balanced outcomes for the customer and the organisation.
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Develop and maintain key stakeholder relationships both internal and external to influence and negotiate the best possible outcomes for customers and Evoenergy.
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Access customer and property data to produce formalised customer notification letters.
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Other duties within the employee's skill, competence and training.
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Relevant experience in customer service management, communications, business administration or similar is essential.
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An understanding or the ability to quickly learn the application of legislation in a utility environment.
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Significant experience balancing priorities whilst continuing to meet the expectations of our customers.
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You are IT savvy, with experience in Microsoft Office suite.
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You have well developed communication skills both verbally and in writing as well as a high level of attention to detail.
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Takes active steps to ensure the safety of colleagues and our community, championing a protected, inclusive, and respectful environment.
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About Evoenergy
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We own, maintain and operate the electricity distribution network in the ACT and the gas network in the ACT and parts of NSW. We supply safe, reliable and cost-effective electricity to over 200,000 residential and business electricity customers, and over 140,000 gas customers.
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At Evoenergy, we're focused on safety, reliability, innovation and sustainability. We boast a positive safety culture that encourages and inspires, because the work we do matters to thousands of Canberrans.
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We're an Equal Opportunity Employer and embrace a diverse, inclusive, and respective culture, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds – and encourage applications regardless of gender, age, ethnicity, sexual orientation, disability.
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Thinking of moving in Canberra?
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The ACT is Australia's best kept secret. Canberra's location offers easy access to the South Coast and snowfields, making it perfect for an outdoor and adventure-based lifestyle.We will support your cost to relocate. Learn more about the territoryhere.
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Applications Close: 24th of August ****
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Please Note we anticipate a large number of applicants for this role and may close this advertisement earlier than the planned close date.
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📌 Customer Resolutions Officer (Canberra)
🏢 Evoenergy
📍 Canberra