<div><b style="font-size:18px;">⚡About Amber</b></div><div>Amber is an entirely new way to buy and sell power, designed for a world powered by renewable energy. We give customers direct access to the real-time <b>wholesale electricity price as it varies every 5 mins and the technology to shift more of their energy usage to the times when cheaper renewables are available in the grid.</b> It’s a cheaper way to buy power, a smarter way to sell power, and the fastest way for Australia to reach 100% renewable energy.</div><div><br></div><div>We are a clear category leader in Australia for home battery automation and are growing rapidly <b>(over 50k customers)</b>. We have also <b>recently expanded into licensing our core technology</b> to utilities overseas, including a <b>partnership with </b><a href="http://E.ON"><b>E.ON</b></a><b> Next in the UK</b>.</div><div><br></div><div><b>Amber is backed by top Australian and international investors</b> including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners (UK/Europe based), and <a href="http://E.ON">E.ON</a> Next.</div><div><br></div><div>We are <b>scaling rapidly</b> and <b>you’d be joining a 175-person team</b> committed to <b>building a diverse, inclusive, and purpose-driven culture</b> as we transform a major industry.</div><div><br></div><div><b>Our products are reshaping home energy: Amber for Batteries</b> cuts bills by exporting stored energy at wholesale prices of up to $19/kWh, and <b>Amber for EVs</b> enables the cheapest, cleanest charging. <b>In 2025</b>, we will push this even further with our new <b>vehicle-to-grid (V2G) technology</b>.</div><div><br></div><div><b style="font-size:18px;">💻 About the Role</b></div><div>At Amber we believe that enabling a culture where everyone at Amber is set up to do the best work of their lives and feels connected and supported is one of the most important things we can do to ensure Amber’s long-term success.</div><div><br></div><div><b>Want to help improve the environment by shifting the worlds energy usage towards renewables?</b></div><br><br><h3>Responsibilities</h3><ul><li>As a member of the disputes resolution team, you will be part of our Ombudsman squad:</li><li>Handling complaints over the phone and email, providing clear communication of the issue and proposed resolution.</li><li>Manage a portfolio of Ombudsman and complaint cases from receipt to resolution within required timeframes.</li><li>Conduct thorough investigations into customer complaints by gathering evidence, reviewing account history, and analysing relevant policies and regulations.</li><li>Prepare high-quality responses addressing the issues raised and provide customers with clear explanations of resolutions and next steps in a respectful and empathetic manner.</li><li>Negotiate fair outcomes and settlements in line with Amber policies, Ombudsman recommendations, and regulatory requirements.</li><div><br></div><div>You will:</div><li>Act as the liaison between the organisation and the Ombudsman, ensuring clear and professional communication.</li><li>Work closely with internal teams (billing, metering, customer service, legal, finance, technical teams) to obtain information and resolve disputes.</li><li>Ensure all responses comply with company policies, industry regulations, and Ombudsman guidelines.</li><li>Maintain accurate documentation and case notes in internal systems.</li><li>Identify systemic issues and recommend process improvements to reduce complaint volumes and improve customer experience.</li><li>Support internal teams by providing advice on complaint handling and Ombudsman requirements.</li><li>Contribute to training materials, guidance and upskilling for frontline staff.</li><li>Participate in internal reviews, audits, and quality assurance activities when required.</li></ul><h3>🎯 Key Requirements</h3><ul><li>At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment.</li><div><br></div><div>Some of the key traits we are looking for in this role:</div><li><b>You’re an excellent communicator</b> - you know the right words and tone to use, whether you’re explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder</li><li><b>You’re a problem-solver</b> - you embrace challenges, think on your feet and work strategically to find solutions</li><li><b>You’re adaptabl</b>e - you will be working in a fast-paced and changing environment and work well with ambiguity</li><li><b>You’re a people person</b> - you love both working with people and helping people</li><li><b>You’re empathetic -</b> you care and want to understand customers' problems</li></ul><h3>🎯 Minimum Qualifications</h3><ul><li>Strong written and verbal communication skills.</li><li>Strong problem-solving and analytical skills.</li><li>Experience in a customer support role handling complaints</li><li>Competency and willingness to speak directly with customers over the phone to resolve complaints.</li><li>High attention to detail with the ability to interpret complex information.</li><li>Effective communication and interpersonal skills.</li><li>A solid base of IT competence with experience with Microsoft Office Suite.</li></ul><h3>🎯 Ideal, but not required</h3><ul><li>Experience working with an industry Ombudsman (e.g., Energy &amp; Water Ombudsman) or in a complaints resolution role.</li><li>Experience in the energy sector or similar regulated sectors.</li><li>Passion for technology, energy or the environment.</li><li>Knowledge of relevant legislation, codes, or industry standards.</li></ul><h3>🌟 What we believe a great team looks like</h3><ul><li>We put the customer at the centre of everything we do. Whatever it is we are doing, it’s always with a viewpoint that this will help our customers, whether that’s 10,000 customers right now, or 1 million customers in the future.</li><li>We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.</li><li>Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.</li><li>We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.</li><li>We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn’t working and double down on what is.</li><li>We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.</li><li>We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that’s implementing a better process or developing a new technology to solve a problem faster.</li><li>We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.</li></ul><h3>💚 Benefits</h3><ul><li>Be part of a growing technology start-up that will shape the future of renewable energy in AU</li><li>Exciting office space in Melbourne Central</li><li>Flexible working hours with provision for regular work-from-home arrangements</li><li>An external Employee Assistance Plan for mental health support</li></ul><br><div><span style="font-size:18px;">🌈 </span><b style="font-size:18px;">If this kind of work gets you excited, we'd love to hear from you!</b></div><div>We know that no one ticks every single box in a job description, and that’s okay. If this role excites you and you feel you could bring value, we would love to hear from you even if your experience doesn’t line up 100% with the list above.</div><div><br></div><div>At Amber, we believe diverse teams create the best ideas and outcomes. We welcome people from all walks of life and especially encourage applications from underrepresented groups. We are committed to creating an environment where everyone has equal opportunity to thrive regardless of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, or disability.</div><div><br></div><div><b style="font-size:18px;">How to Apply</b></div><div>To apply please submit your resume and a cover letter by following the link.</div><div><br></div><div><b>For bonus points</b>, tell us what battery brands are compatible with our Smart Shift product.</div><div><br></div><div><b>Our hiring process will generally be as follows:</b></div><div>An initial screening interview with our Talent team which will start from 5th Jan 2026</div><div>A take-home case study</div><div>A follow-up case study interview with our Cx Ops Lead and one other member of our Cx Ops team</div><div>A final interview with our Customer Experience Manager and/or Director of Operations</div><div><br></div><div><b>We promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team.</b></div><div><br></div><div><b>Applications will be accepted only from candidates already based in Australia, preferably Melbourne with full working rights!</b></div><div><br></div><div><b>Shortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible.</b></div><div><br></div><div><b>No recruitment agencies please. We've got this! Thank you.</b></div><div><br></div><div><b>🚀 Even if you don’t tick every box, passion and curiosity go a long way here. Don’t self-reject - go ahead and apply!</b></div>

<p>Founded in 2017 by Chris Thompson and Dan Adams, Amber gives customers dynamic power prices that change depending on the real wholesale value of energy. Customers can pay less by charging your battery when energy is greener and cheaper as well as earn more by exporting when prices increase.</p>
<p>Combined with Amber's smart tech, solar and battery owners have the power to supercharge their savings, take control of their battery and make their energy work harder for them.</p>
<p>Amber is backed by some of Australia&rsquo;s best accelerators and investors, including EnergyLab (Australia&rsquo;s leading energy accelerator) and Startmate (Australia&rsquo;s leading tech accelerator). Investors include Blackbird, Square Peg, Main Sequence, Commonwealth Bank and Black Sheep Capital.&nbsp;</p>
<p>The company has won Startup Vic&rsquo;s Impact Pitch Night, for the best startup focused on making a positive social impact and been named Victorian Start-up of the Year.</p>

Customer Service Specialist - Ombudsman & Complaints Case Manager

<div><b>⚡About Amber</b></div><div>Amber is an entirely new way to buy and sell power, designed for a world powered by renewable energy.&nbsp;We give customers direct access to the real-time <b>wholesale electricity price as it varies every 5 mins and the technology to shift more of their energy usage to the times when cheaper renewables are available in the grid.</b>&nbsp;It’s a cheaper way to buy power, a smarter way to sell power, and the fastest way for Australia to reach 100% renewable energy.</div><div><br></div><div>We are a clear category leader in Australia for home battery automation and are growing rapidly&nbsp;<b>(over 50k customers)</b>. We have also&nbsp;<b>recently expanded into licensing our core technology</b>&nbsp;to utilities overseas, including a&nbsp;<b>partnership with </b><a href="http://E.ON"><b>E.ON</b></a><b> Next in the UK</b>.</div><div><br></div><div><b>Amber is backed by top Australian and international investors</b> including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners (UK/Europe based), and <a href="http://E.ON">E.ON</a> Next.</div><div><br></div><div>We are <b>scaling rapidly</b> and <b>you’d be joining a 175-person team</b> committed to <b>building a diverse, inclusive, and purpose-driven culture</b> as we transform a major industry.</div><div><br></div><div><b>Our products are reshaping home energy: Amber for Batteries</b> cuts bills by exporting stored energy at wholesale prices of up to $19/kWh, and <b>Amber for EVs</b> enables the cheapest, cleanest charging. <b>In 2025</b>, we will push this even further with our new <b>vehicle-to-grid (V2G) technology</b>.</div><div><br></div><div><b>💻 About the Role</b></div><div>At Amber we believe that enabling a culture where everyone at Amber is set up to do the best work of their lives and feels connected and supported is one of the most important things we can do to ensure Amber’s long-term success.</div><div><br></div><div><b>Want to help improve the environment by shifting the worlds energy usage towards renewables?</b></div><br><br><h3>Responsibilities</h3><ul><li>As a member of the disputes resolution team, you will be part of our Ombudsman squad:</li><li>Handling complaints over the phone and email, providing clear communication of the issue and proposed resolution.</li><li>Manage a portfolio of Ombudsman and complaint cases from receipt to resolution within required timeframes.</li><li>Conduct thorough investigations into customer complaints by gathering evidence, reviewing account history, and analysing relevant policies and regulations.</li><li>Prepare high-quality responses addressing the issues raised and provide customers with clear explanations of resolutions and next steps in a respectful and empathetic manner.</li><li>Negotiate fair outcomes and settlements in line with Amber policies, Ombudsman recommendations, and regulatory requirements.</li><div><br></div><div>You will:</div><li>Act as the liaison between the organisation and the Ombudsman, ensuring clear and professional communication.</li><li>Work closely with internal teams (billing, metering, customer service, legal, finance, technical teams) to obtain information and resolve disputes.</li><li>Ensure all responses comply with company policies, industry regulations, and Ombudsman guidelines.</li><li>Maintain accurate documentation and case notes in internal systems.</li><li>Identify systemic issues and recommend process improvements to reduce complaint volumes and improve customer experience.</li><li>Support internal teams by providing advice on complaint handling and Ombudsman requirements.</li><li>Contribute to training materials, guidance and upskilling for frontline staff.</li><li>Participate in internal reviews, audits, and quality assurance activities when required.</li></ul><h3>🎯 Key Requirements</h3><ul><li>At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment.</li><div><br></div><div>Some of the key traits we are looking for in this role:</div><li><b>You’re an excellent communicator</b>&nbsp;- you know the right words and tone to use, whether you’re explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder</li><li><b>You’re a problem-solver</b>&nbsp;- you embrace challenges, think on your feet and work strategically to find solutions</li><li><b>You’re adaptabl</b>e - you will be working in a fast-paced and changing environment and work well with ambiguity</li><li><b>You’re a people person</b>&nbsp;- you love both working with people and helping people</li><li><b>You’re empathetic&nbsp;-</b> you care and want to understand customers' problems</li></ul><h3>🎯 Minimum Qualifications</h3><ul><li>Strong written and verbal communication skills.</li><li>Strong problem-solving and analytical skills.</li><li>Experience in a customer support role handling complaints</li><li>Competency and willingness to speak directly with customers over the phone to resolve complaints.</li><li>High attention to detail with the ability to interpret complex information.</li><li>Effective communication and interpersonal skills.</li><li>A solid base of IT competence with experience with Microsoft Office Suite.</li></ul><h3>🎯 Ideal, but not required</h3><ul><li>Experience working with an industry Ombudsman (e.g., Energy &amp; Water Ombudsman) or in a complaints resolution role.</li><li>Experience in the energy sector or similar regulated sectors.</li><li>Passion for technology, energy or the environment.</li><li>Knowledge of relevant legislation, codes, or industry standards.</li></ul><h3>🌟 What we believe a great team looks like</h3><ul><li>We put the customer at the centre of everything we do. Whatever it is we are doing, it’s always with a viewpoint that this will help our customers, whether that’s 10,000 customers right now, or 1 million customers in the future.</li><li>We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.</li><li>Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.</li><li>We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.</li><li>We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn’t working and double down on what is.</li><li>We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.</li><li>We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that’s implementing a better process or developing a new technology to solve a problem faster.</li><li>We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.</li></ul><h3>💚 Benefits</h3><ul><li>Be part of a growing technology start-up that will shape the future of renewable energy in AU</li><li>Exciting office space in Melbourne Central</li><li>Flexible working hours with provision for regular work-from-home arrangements</li><li>An external Employee Assistance Plan for mental health support</li></ul><br><div><span>🌈&nbsp;</span><b>If this kind of work gets you excited, we'd love to hear from you!</b></div><div>We know that no one ticks every single box in a job description, and that’s okay. If this role excites you and you feel you could bring value, we would love to hear from you even if your experience doesn’t line up 100% with the list above.</div><div><br></div><div>At Amber, we believe diverse teams create the best ideas and outcomes. We welcome people from all walks of life and especially encourage applications from underrepresented groups. We are committed to creating an environment where everyone has equal opportunity to thrive regardless of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, or disability.</div><div><br></div><div><b>How to Apply</b></div><div>To apply please submit your resume and a cover letter by following the link.</div><div><br></div><div><b>For bonus points</b>, tell us&nbsp;what battery brands are compatible with our Smart Shift product.</div><div><br></div><div><b>Our hiring process will generally be as follows:</b></div><div>An initial screening interview with our Talent team which will start from 5th Jan 2026</div><div>A take-home case study</div><div>A follow-up case study interview with our Cx Ops Lead and one other member of our Cx Ops team</div><div>A final interview with our Customer Experience Manager and/or Director of Operations</div><div><br></div><div><b>We promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team.</b></div><div><br></div><div><b>Applications will be accepted only from candidates already based in Australia, preferably Melbourne with full working rights!</b></div><div><br></div><div><b>Shortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible.</b></div><div><br></div><div><b>No recruitment agencies please. We've got this! Thank you.</b></div><div><br></div><div><b>🚀&nbsp;Even if you don’t tick every box, passion and curiosity go a long way here. Don’t self-reject - go ahead and apply!</b></div>

Customer Service Specialist - Ombudsman & Complaints Case Manager

About the Job

About the Company

Amber Electric

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