Customer Relations Officer

Job Description

Our mission is to make consumer energy resources (CER) affordable and accessible for everyone.

Brighte is building the platform to enable and accelerate the energy transition by making it affordable, easy and less risky to buy and sell energy equipment.

Our founder and CEO, Katherine McConnell, has been awarded Telstra Business Woman of the year in 2020 as well as winning the Sustainability Crusader award at B&T's 2023 Women Leading Tech Awards. She is a passionate and humble leader who has a human first approach to business. As a business we have been awarded AFR Sustainability Leader in the Banking and Finance category and won the inaugural Sustainability Award at the Affies!

About the Role

• Act as a customer champion when investigating complaints received from all channels both internal and external to Brighte.
• Analyse and resolve complaints in accordance with Brighte’s policies and procedures and the applicable regulatory, industry, legal obligations
• Provide prompt and quality end-to-end resolutions.
• Ensure adherence to the standard turnaround time and manage tracking and reporting of all written complaints received for management awareness.
• Engage with key business stakeholders to ensure consistent and effective complaint handling.
• Ensure effective governance and oversight of the ‘customer concerns/complaints’ across the key product and business forums.
• Partner with Legal, Risk and Compliance teams to proactively identify and manage the regulatory and legal risks to the business.
• Be responsible for reporting to management on complaint statistics, trends, escalations, and other timely information.
• Identify and implement technology-based solutions to deliver increased efficiency and effectiveness.

What You'll Bring

• You have experience working and financial services and/or a call centre
• You have a solid understanding of regulatory requirements for IDR (RG271) and EDR procedures.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The Anti-Money Laundering, and Counter-Terrorism Financing Act and Privacy Act.
• Understanding of AFCA (Australian Financial Complaints Authority) powers and processes.
• You are skilled in influencing others and have excellent stakeholder management skills always ensuring engaged interactions to influence and drive business recommendations
• You have exceptional critical-thinking, communication and interpersonal skills with the ability to evaluate and suggest solutions and manage client and business expectations
• You have a customer-centric mentality and always have the customer at the centre of your actions
• Perform in a high-energy fast paced environment with tight deadlines and can deliver results under pressure
• You have meticulous attention to detail and work diligently to follow-up to effective closures
• Ability to analyse operational and financial impact of various alternatives and risk mitigation approaches

What's in it for you?

• Flexible working arrangements to suit individual needs and a hybrid work model. Our office is designed for collaboration, creativity and balance between office engagement and remote flexibility. Our in-office days are Monday through Thursday (4 days), with Friday as a remote day.
• Free lunch! Yes, there is such a thing! Kickstart your week with our Monday Mingle meaning lunch on us and great company. From tacos, to sushi, to charcoal chicken, it's a delicious way to catch up, unwind and connect.
• Get social. We host a range of social activities at Brighte. A fan-favorite being our weekly Thursday social event, where you can catch up with colleagues over a drink, snack and a game of table tennis.
• We want our employees to share in Brighte’s success. You may be given an opportunity to join our Employee Share Option Plans (ESOP).
• Snacks galore – who doesn’t love that? Our thoughtfully stocked pantry includes snacks to suit your every mood. Fresh bread, protein bars, popcorn, fresh fruit, chocolate, soy crisps, cookies – you name it! We also offer a carefully curated collection of wines and beer on tap for those looking to unwind or enjoy a social moment.
• End-of-trip facilities. Cycle in to work, lock up your wheels and have a shower in our end-of-trip facilities, which come complete with towel service and hair dryers.
• Anniversary leave - your dedication at Brighte won’t go unnoticed. Enjoy an extra day to celebrate your work anniversary with us.

Diversity and Inclusion

At Brighte, we celebrate diversity and encourage you to bring your whole self to work. Our inclusive culture is the foundation of our innovative and dynamic environment.

Named LinkedIn’s #10 Top Australian Start Up (2021), we know we wouldn’t be anywhere without our investors, who believe in our mission and the opportunities that lie ahead for a brighter future.

Airtree Ventures, Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital, and Qualgro Partners all continue to support Brighte in making this dream a reality!

If you want to join this mission-driven, inclusive, and highly collaborative team, click apply and upload your resume! All applicants will receive a response.

As part of our process, we require all candidates to undertake references and background checks, which include a police check, anti-money laundering and bankruptcy checks.