Job Description

We are Smart Energy. We started with two blokes in a Byron Bay warehouse and a big idea. Ten years later, we've grown into a national home electrification business with 18sales offices across Australia, helping households move towards smarter, cleaner and more sustainable energy.

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Our customer experience is a huge part of what sets us apart. Our Smart Care team has even been recognised by the Customer Service Institute of Australia, receiving the Best Customer Service Project award.

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Now we're looking for an experienced Case Escalation Manager to take ownership of our most complex customer cases and help us continuously improve how we do things.

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The Opportunity

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This is not your standard customer service role.

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You'll be the person who steps in when a situation needs a little more experience, judgement and problem-solving power.

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From complex complaints and installation issues to compliance matters and public reviews, you'll work across the business to find fair, practical resolutions while keeping the customer experience front and centre.

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You'll need deep empathy paired with a strong backbone. You know how to advocate for a frustrated customer, navigate difficult conversations and find solutions without automatically throwing compensation at every problem.

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You'll report directly to our Customer Success Manager, while working closely with our Compliance Manager, Operations Manager and Managing Director.

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This is a full-time, Monday to Friday role based in our Byron Bay Head Office.

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As a valued member of our team, your responsibilities will include:

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Customer Complaints & Compensation

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- Manage and resolve escalated complaints related to installations and hardware faults.
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- Ensure fair resolutions with minimal overhead.
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- Handle public reviews and implement de-escalation strategies without defaulting to compensation.
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Training & Continuous Improvement

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- Train Customer Service and SEG teams on low-level resolution techniques.
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- Establish feedback loops to identify root causes and reduce formal complaints.
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- Collaborate with the Compliance Manager to deliver training on compliance risks, sales terminology, BNPL rules, and installation standards.
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Compliance Support

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- Assist in managing escalations and liaising with consumer/trade authorities.
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- Monitor warranty issues, SLAs, and identify compliance risks.
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- Support historical case reviews and cross-team coordination for resolution.
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KPI Reporting & Insights

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- Maintain a weekly compensation and escalation database.
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- Report trends and insights to management to drive improvements in complaint reduction.
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Compliance Monitoring

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- Support internal audits and risk assessments.
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- Help develop and maintain compliance policies and procedures.
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- Stay current with industry regulations and communicate updates to relevant teams.
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Collaboration & Communication

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- Partner with internal departments to resolve issues effectively.
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- Provide feedback to management on recurring problems and suggest process improvements.
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What We're Looking For:

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- Proven experience in customer service and complaint resolution
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- Excellent verbal and written communication skills
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- A diplomatic and calm approach in sensitive situations
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- Ability to make sound decisions under pressure
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- Proficiency in reporting tools and data management
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- Knowledge of consumer protection laws and industry compliance standards
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- High attention to detail and strong organizational skills
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- Experience using Google Workplace or MS Office - bonus points if you have Salesforce CRM experience.
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Bonus Points:

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- A task-focused mindset and goal-oriented drive
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- Desire to build a long-term career in the energy industry
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- Excitement about working with a mission-driven team solving real-world problems through renewable energy
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Why Smart Energy?

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You'll be joining a growing Australian business in an industry that is changing incredibly quickly.

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You'll work from our Byron Bay Head Office, surrounded by teams across Customer Service, Operations, Compliance, Sales, Technical and Installations.

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Most importantly, this is a role where you can genuinely influence how we operate. You won't just be closing cases. You'll be helping us understand why they happened and how we stop them happening again.

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Expect:

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- Friday beers, office competitions, collaberative environment
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- Team lunches, celebrations and plenty of reasons to get everyone together.
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- Regular team events, incentives and company celebrations.
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- Annual incentive overseas trips for high performers
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- A genuinely collaborative workplace where you can walk over to another department and actually get things done.
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- Plenty of internal career progression as the business continues to grow.
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- Exposure to senior leaders and the opportunity to have your ideas heard.
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- A workplace where personality is encouraged and you don't have to become a corporate robot to progress.
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- A team full of ambitious people who like hitting targets, solving problems and celebrating the wins together.
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- The chance to work in one of Australia's most exciting industries while living and working in Byron Bay.
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- A culture built around performance, ideas, energy and having a great time along the way.
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Ready to Make the Smart Decision?

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If you're calm under pressure, brilliant with people and secretly enjoy being handed the difficult problems, we want to hear from you.

📌 Escalations Manager | Home Electrification (Byron Bay)
🏢 Smart Energy Group
📍 Byron Bay