An internal opportunity is now available for Resolve Agent, based in the Morwell Office. This is a permanent full-time role within Customer Advocacy in Retail Markets, reporting to Resolve Team Leader, Charitie Docherty.

In this role, you will respond to customer complaints referred by the Customer Service Team. Through high-quality, customer-focused conversations, you will investigate concerns, identify fair and practical solutions, and demonstrate the value of the Alinta Energy brand. Your work will help resolve complaints effectively and efficiently while supporting customer loyalty in a competitive market.

This is a great prospect for a customer-focused skilled with experience in complaint handling, investigation and de-escalation who enjoys working collaboratively across teams to achieve timely outcomes for customers.

You'll be responsible for:
Responding to customer complaints in line with Customer Advocacy requirements and a quality-based complaint handling framework
Investigating customer complaints and developing appropriate solutions




Liaising with internal departments and external partners to resolve complaints effectively
Maintaining accurate and complete complaint records in the required systems
Delivering a high level of customer service aligned with our business values
Managing cases to a satisfactory closure and supporting key efficiency measures

This role requires:
Excellent written and verbal communication skills
Strong complaint investigation, de-escalation and negotiation skills
Superior time management skills and confidence managing multiple priorities
A highly customer-focused approach with strong interpersonal skills
The ability to work effectively and collaboratively in a team setting
Experience using Microsoft Office in a Windows environment
Experience in Alinta Energy's Customer Service Contact Centre

To view the full position description, please click on the link below:

Before submitting an application, please ensure that you have spoken with your direct manager.

Applications close Friday 9th October 4pm AEST.

📌 Resolve Agent Morwell (Australia)
🏢 Alinta Energy
📍 Australia