We keep millions of people moving every day and continue to be Australia’s leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions. Whatever your journey, we’re the fuel that gets you there. Ampol, Australia’s own.

About the role:

The Customer Advocacy Specialist role is responsible for the effective resolution of complex dispute matters, complaint remediation and stakeholder management. The role will be the conduit between our customers, external bodies like Ombudsman Schemes and other SMEs.

Key responsibilities include:

• Adhering to business and legislative requirements for all dispute matters
• Building and fostering relationships with Ombudsman schemes and other governing industry bodies
• Working hand-in-hand with our customer facing teams to resolve customer complaints and disputes
• Remediating complaints directly with customers over the phone
• Identifying/raising any potential systemic or internal issues identified through Root Cause Analysis to senior leaders, ensuring accountability and fixes are put in place

In addition to these responsibilities, the Customer Advocacy Specialist will also be responsible for overseeing the management of vulnerable customer segments.

This includes:

• Hardship customers and associated programs
• Operational oversight of concession matters across multiple jurisdictions
• Family Violence matters

The role can be based in Brisbane, Sydney or Melbourne and offers flexible/hybrid workplace initiatives dependant on key delivery timelines.

About you:

You will have 5+ years of previous experience in dispute resolution and customer complaints management; ideally with 3 of these years being in the Retail Energy industry. Experience in a compliance specialist or complaints role with exposure to external Ombudsman’s bodies is highly regarded.

Your ability to manage and resolve customer complaints and disputes efficiently while adhering to business and legislative requirements for all resolution matters will be supported by a tertiary qualification in Regulatory, Compliance or a Legal field.

Key skills and experience:

• Refined remediation skills
• Detailed knowledge of the legislative and regulatory framework(s) that govern the energy industry
• Ability to identify any potential systemic or internal issues identified through the complaints management process
• Resilience and the ability to have difficult and challenging conversations with complainants
• Ability to identify breached compliance and regulatory clauses in any case or complaint received by Ombudsman schemes or internal escalations
• Clear and unambiguous communication, written and verbal

Our benefits:

• Competitive Salary and performance bonus
• Career development and learning opportunities including LinkedIn Learning and other tailored training solutions
• Internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.
• Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid)
• BabyCare Package - financial and flexible support for parents transitioning back to work
• Need some wheels? Novated Lease options are available
• Fuel up on us - receive a 25% fuel discount all year round for two privately used cars
• Invest in your future with the Employee Share Scheme
• Community giving day - spend one day volunteering with one of our partners

We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.

If you would like further information or tell us about any adjustments you might require though the recruitment process, or if you are trans or gender diverse and want a confidential discussion please contact us.

Applications close Friday 10 June 2022.

Thank you to our prospective agency partners for your interest, we are not taking CVs at this time.