Complaints Resolution Lead

At ENGIE, great adventures always start with a simple "hello" and the desire to take action for tomorrow. If, like us, you strongly believe the energy transition holds opportunities for you and for everyone, then look no further, you belong with us Our goal is to be the best energy transition utility, and we have an ambition to reach net zero emissions by 2045. In Australia, this includes flexible power generation, energy retail services for homes and businesses, advanced energy management solutions, and a growing portfolio of future-focused projects — from hydrogen and battery storage to wind and solar developments. About the Role As the Complaints Resolution Lead, you will drive ENGIE's complaints resolution function, focusing on reducing complaint volumes and enhancing customer experience through strategic initiatives and collaboration. Responsibilities Develop and implement strategies to reduce complaint volumes, meeting or exceeding industry benchmarks. Influence and align stakeholders across the business to prioritise complaint reduction and customer experience. Build and maintain strong relationships with ombudsman schemes and regulatory bodies to ensure fair, timely resolutions and compliance. Oversee daily complaint resolution processes, ensuring compliance with all regulatory and ombudsman standards. Manage outsourced vendors to deliver quality outcomes and meet KPIs. Identify and address emerging risks through analysis of complaint trends, implementing proactive risk mitigation and escalating high-risk issues to protect ENGIE's reputation. Prepare and present regular reports on complaint trends, root-cause analysis, and performance against KPIs, providing actionable insights and recommendations to senior leadership. Collaborate with Customer Experience, Operations, Sales, Digital, and other teams to deliver trend analysis and drive improvements, championing a customer-first mindset and fostering a culture of accountability and innovation. Promote a strong safety culture and ensure compliance with ENGIE's HS&E policies and procedures. About You You are a strategic thinker and operational leader with a passion for customer experience and continuous improvement. You thrive in a collaborative environment and are committed to driving positive change. What You'll Bring Undergraduate degree in Business Administration or related field. Proven experience leading complaint reduction initiatives and cross-functional collaboration. Strong understanding of regulatory compliance frameworks and ombudsman relations. Demonstrated ability to engage and influence stakeholders at all levels. Experience managing high-risk and escalated complaints, with operational delivery across multiple channels (phone, email, digital, social). Proficiency in data analysis and reporting to identify trends and inform decisions. Experience in budget management and driving cost efficiencies. Familiarity with customer experience metrics and continuous improvement methodologies (e.g., Lean, Six Sigma). Excellent written and verbal communication skills, including formal responses to external stakeholders. ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer's responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths. #J-18808-Ljbffr