Our client is a leading Australian energy retailer serving millions of customers across electricity, gas, and renewable energy services. They are transforming their customer experience function and require a strategic leader to elevate complaints resolution and embed customer advocacy across the organisation. This is an opportunity to shape customer experience outcomes at scale, driving meaningful change in how complaints are resolved and using customer insights to influence continuous improvement across the business. The Role You will lead the complaints resolution function and develop customer advocacy frameworks that drive measurable improvements in customer experience. This position requires expertise in customer experience metrics, root cause analysis, and continuous improvement methodologies to identify systemic issues and implement sustainable solutions. You will work across the organisation to influence policy, process, and cultural change that prioritises customer outcomes and embeds advocacy principles into business operations. Key Responsibilities Lead the end-to-end management of customer complaints, ensuring timely, fair, and compliant resolution Develop and implement customer advocacy frameworks that embed customer-centric principles across the organisation Monitor and report on customer experience metrics, including complaint trends, resolution timeframes, and satisfaction outcomes Conduct root cause analysis on complaint data to identify systemic issues and opportunities for improvement Drive continuous improvement initiatives that address underlying customer pain points and reduce complaint volumes Collaborate with operational, product, and technology teams to implement process and system improvements Ensure compliance with regulatory requirements, industry codes, and ombudsman frameworks Build capability within the team and across the business on complaint handling and customer advocacy principles Represent the organisation in external forums, including ombudsman case management and regulatory reviews Prepare executive reporting on complaint trends, resolution performance, and improvement initiatives Essential Requirements Undergraduate degree in business, customer experience, or related discipline Proven experience leading complaints resolution or customer advocacy functions in a large-scale customer service environment Strong understanding of customer experience metrics, including NPS, CSAT, and complaint resolution performance indicators Demonstrated expertise in continuous improvement methodologies (Lean, Six Sigma, or similar frameworks) Experience conducting root cause analysis and implementing sustainable process improvements Knowledge of regulatory frameworks, industry codes, and ombudsman processes relevant to energy retail or utilities Strong stakeholder management skills with the ability to influence senior leaders and cross-functional teams Excellent analytical capabilities with experience interpreting data to drive decision-making Proven ability to manage complex, high-stakes customer escalations Desirable Criteria Experience in the energy retail, utilities, or regulated industries Familiarity with energy retail regulatory frameworks and consumer protections Experience managing relationships with external ombudsman or dispute resolution bodies Lean Six Sigma certification or equivalent continuous improvement qualification Background in complaints management within highly regulated customer service environments Working Arrangement Hybrid working arrangements with flexibility between office and remote work. Remuneration and Benefits Salary package: $110,000 - $130,000 Performance-based incentives Attractive novated leasing arrangements Comprehensive private health insurance for employee and family Annual salary reviews Additional annual leave options Professional development support and training opportunities Collaborative working environment with customer experience and operations professionals Career progression opportunities in customer experience and operational leadership Employee wellness programmes and EAP support Selection Process Initial screening call Follow-up interview with a D'Arcy Weil consultant Interview with client Final interview with senior leadership To apply, please submit your CV and a covering letter addressing: Your experience leading complaints resolution or customer advocacy functions Your understanding of customer experience metrics and continuous improvement methodologies Examples of process improvements you have implemented that resulted in measurable customer outcomes Your approach to managing complex escalations and stakeholder relationships For Further Information Contact: D'Arcy Weil E: info@darcyweil.com T: 61 3 9999 7409
