Complaints & Resolutions Officer

We have a full time fixed term opportunity until August 2026 for a Complaints & Resolutions Officer at our Perth Office. This position is responsible for the effective management and timely resolution of complex and escalated customer, ministerial, member of parliament and ombudsman complaints received in writing and verbally, on behalf of Western Power.

This position supports Western Power’s brand, reputation and performance by operating in accordance with core values, processes and performance indicators, supporting the improvement of our customers’ “felt experience” and achieving outcomes that strive to balance customer and business needs. 

If you have extensive customer service experience, including demonstrated experience dealing with complaints or dispute resolution in a high volume and complex environment then this could be the perfect opportunity for you.

Your Role in Action  

• Manage and resolve complaints and complex enquiries received from customers and key stakeholders, via telephone, letter, web portal and cases. Stakeholders include the Ministers Office, Members of Parliament, Energy & Water Ombudsman, and others. 
• Ensure that complaints and enquiries are acknowledged and resolved, and any written responses are prepared and sent, within required timeframes and to the required standard.
• Utilise knowledge of business products and services, internal policies and procedures, established approaches, responses from business experts, delegation, assessment of risks, to analyse and determine the appropriate course of action and make timely decisions, in relation to complaints.

What Makes You a Great Fit 

We are seeking someone with experience and attributes that include:

• Completion of year 12 with English and Mathematics.
• Sound customer service experience, including demonstrated sound experience dealing with complaints or dispute resolution in a high volume and complex environment.
• Advanced written and verbal communication skills and demonstrated experience drafting succinct, plain English correspondence to customers.
• Ability to convey complex material and reasoning both verbally and in written form, to a wide variety of audiences.
• Demonstrated influencing, communication and interpersonal skills.
• Ability to understand complex customer complaints issues, analyse and define solutions.
• Ability to manage time and prioritise work effectively to meet KPI’s and objectives.
• A demonstrated commitment and passion to deliver excellent customer service through the delivery of high quality solutions to the customer and business whilst displaying empathy balanced with commercial acumen. 
• A good team player who enjoys being part of a collaborative team.

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including: 

• Over 50% of our employment opportunities are driven by career progression.  
• Flexible work arrangements to support part time work, working hours and working from home arrangements. 
• The opportunity to purchase up to four weeks of additional leave per year. 
• Access to salary packaging, social club activities, and discounted health insurance and gym membership. 
• An award-winning employee recognition and benefits programme. 
• An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.   
• In addition to standard leave, enjoy two wellness leave days each year.

Applications close on 28 March 2025

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan. 

Learn more about Western Power here: About (westernpower.com.au) 

Find out how we’re building A Network for Life: A network for life (westernpower.com.au)