Dispute & Complaints Officer

• Bring your passion for problem-solving to a role where every resolution counts!
• Permanent full-time | Competitive package
• Can be based at Haymarket, Silverwater or Newcastle | Hybrid Work Environment

About PLUS ES

At PLUS ES, our mission is clear: to empower Australian businesses in optimising their energy consumption through tailored Embedded Network solutions and cutting-edge Metering and Data services as well as Infrastructure solutions in the areas of BESS, EVCI and fibre. As the energy landscape rapidly evolves, we stand at the forefront, proudly positioned as the premier infrastructure services company in Australia.

Central to our success are our people, who embody our values of safety, diversity, and inclusivity. We prioritise fostering a workplace culture that champions individual development and embraces workplace flexibility. By providing outstanding career opportunities in both established and emerging sectors, we empower our employees to thrive and grow. It's this commitment to our people that defines PLUS ES as a truly exceptional place to work.

Find out more about PLUS ES here

See yourself working here

As the Dispute & Complaints Officer, you will provide vital administrative and operational support to the Complaints and Dispute Resolution Lead. Your work will help ensure customer complaints are handled promptly, fairly, and in line with regulatory requirements and internal policies. This role is key to fostering customer trust and enhancing service delivery by supporting effective resolution processes.

Your key responsibilities will include:

• Manage and resolve customer complaints and disputes with professionalism, empathy, and efficiency, ensuring high service standards and timeframes.
• Respond to and resolve ombudsman enquiries.
• Apply effective conflict resolution techniques to de-escalate challenging situations.
• Manage complex or sensitive issues across a diverse range of stakeholders, escalating when necessary.
• Assess complaint trends, identify root causes, and contribute to continuous improvement initiatives.
• Collaborate with internal teams and external stakeholders to support effective resolution outcomes and enhance the overall customer experience.

What you bring to the role

Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values. 

To be successful, you will have:

• High School Certificate or equivalent qualification.
• Minimum of 2+ years of experience in the utilities sector is essential, with a strong preference for exposure to complaints and dispute resolution functions.
• Knowledge of complaints management frameworks and dispute resolution processes.
• Strong familiarity with utilities industry and/or metering.
• Proficiency in SAP S/4HANA (desirable), CRM system and Microsoft Office Suite.
• Excellent written and verbal communication skills, including the ability to communicate with both internal teams and customers in a clear, professional, and empathetic manner.
• Advanced conflict resolution and negotiation skills, with the ability to de-escalate difficult situations and maintain positive relationships with customers and stakeholders.
• Strong organisational skills and the ability to manage multiple high-priority cases simultaneously.

Life at PLUS ES

At PLUS ES, we go beyond just a competitive salary to offer an exciting range of benefits designed to support your financial, health, and personal well-being! From salary sacrificing on electric vehicles and novated leasing, to discounted corporate health insurance and access to Fitness Passport, you’re bound to find something that empowers your life. Plus, our Fit for Life program ensures you're always feeling your best—physically and mentally.

Celebrate success every day with our Amped Recognition Program, where peers can cheer each other on. Looking to grow professionally? We’ve got you covered with study assistance, organisational training, secondments and our dynamic mentoring program.

We’re proud to offer gender-neutral family leave to support all our employees, as well as an exclusive Employee Staff Club for a little extra fun. For those supporting family members, our Aged Care Support Services offer expert guidance on aged care to ensure peace of mind. At PLUS ES, it's all about supporting you in every aspect of life!

If you require support with your application/reasonable adjustments for the interview process, please reach out to our dedicated Talent team - recruitment@ausgrid.com.au. 

Application close date: 5 November 2025 (please note, this date is subject to early closure)

Applicants must have full Australian work rights to apply.

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