Escalations Manager | Home Electrification

We are Smart Energy. We started with two blokes in a Byron Bay warehouse and a big idea. Ten years later, we’ve grown into a national home electrification business with 18 sales offices across Australia, helping households move towards smarter, cleaner and more sustainable energy. Our customer experience is a huge part of what sets us apart. Our Smart Care team has even been recognised by the Customer Service Institute of Australia, receiving the Best Customer Service Project award. Now we’re looking for an experienced Case Escalation Manager to take ownership of our most complex customer cases and help us continuously improve how we do things. The Opportunity ⚡ This is not your standard customer service role. You’ll be the person who steps in when a situation needs a little more experience, judgement and problem-solving power. From complex complaints and installation issues to compliance matters and public reviews, you’ll work across the business to find fair, practical resolutions while keeping the customer experience front and centre. You’ll need deep empathy paired with a strong backbone. You know how to advocate for a frustrated customer, navigate difficult conversations and find solutions without automatically throwing compensation at every problem. You’ll report directly to our Customer Success Manager, while working closely with our Compliance Manager, Operations Manager and Managing Director. This is a full-time, Monday to Friday role based in our Byron Bay Head Office.