Responsibilities

• As a member of the disputes resolution team, you will be part of our Ombudsman squad:
• Handling complaints over the phone and email, providing clear communication of the issue and proposed resolution.
• Manage a portfolio of Ombudsman and complaint cases from receipt to resolution within required timeframes.
• Conduct thorough investigations into customer complaints by gathering evidence, reviewing account history, and analysing relevant policies and regulations.
• Prepare high-quality responses addressing the issues raised and provide customers with clear explanations of resolutions and next steps in a respectful and empathetic manner.
• Negotiate fair outcomes and settlements in line with Amber policies, Ombudsman recommendations, and regulatory requirements.
You will:
• Act as the liaison between the organisation and the Ombudsman, ensuring clear and professional communication.
• Work closely with internal teams (billing, metering, customer service, legal, finance, technical teams) to obtain information and resolve disputes.
• Ensure all responses comply with company policies, industry regulations, and Ombudsman guidelines.
• Maintain accurate documentation and case notes in internal systems.
• Identify systemic issues and recommend process improvements to reduce complaint volumes and improve customer experience.
• Support internal teams by providing advice on complaint handling and Ombudsman requirements.
• Contribute to training materials, guidance and upskilling for frontline staff.
• Participate in internal reviews, audits, and quality assurance activities when required.

🎯 Key Requirements

• At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment.
Some of the key traits we are looking for in this role:
• You’re an excellent communicator - you know the right words and tone to use, whether you’re explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder
• You’re a problem-solver - you embrace challenges, think on your feet and work strategically to find solutions
• You’re adaptable - you will be working in a fast-paced and changing environment and work well with ambiguity
• You’re a people person - you love both working with people and helping people
• You’re empathetic - you care and want to understand customers' problems

🎯 Minimum Qualifications

• Strong written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Experience in a customer support role handling complaints
• Competency and willingness to speak directly with customers over the phone to resolve complaints.
• High attention to detail with the ability to interpret complex information.
• Effective communication and interpersonal skills.
• A solid base of IT competence with experience with Microsoft Office Suite.

🎯 Ideal, but not required

• Experience working with an industry Ombudsman (e.g., Energy & Water Ombudsman) or in a complaints resolution role.
• Experience in the energy sector or similar regulated sectors.
• Passion for technology, energy or the environment.
• Knowledge of relevant legislation, codes, or industry standards.

🌟 What we believe a great team looks like

• We put the customer at the centre of everything we do. Whatever it is we are doing, it’s always with a viewpoint that this will help our customers, whether that’s 10,000 customers right now, or 1 million customers in the future.
• We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.
• Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.
• We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.
• We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn’t working and double down on what is.
• We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.
• We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that’s implementing a better process or developing a new technology to solve a problem faster.
• We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.

💚 Benefits

• Be part of a growing technology start-up that will shape the future of renewable energy in AU
• Exciting office space in Melbourne Central
• Flexible working hours with provision for regular work-from-home arrangements
• An external Employee Assistance Plan for mental health support

38 - 38 AUD