Manage the complaints handling process, ensuring fair resolutions, driving process improvements, and collaborating across teams to enhance customer satisfaction.
About Brighte
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 Businesswoman 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 in 2025, we have been named a AFR Sustainability Leader within the Banking and Finance category and won the inaugural Sustainability Award at the Affies in 2024!
About the Role
Join Brighte as a key player in delivering exceptional customer experiences! In this role, you’ll manage our complaints handling process and champion customer advocacy, ensuring fair and efficient resolutions that meet ASIC RG 271 and AFCA standards.
You’ll work closely with the Team Leader to improve processes, leverage technology, and drive continuous improvement, acting as the link between leadership and our Customer Relations Officers, you’ll provide coaching, alignment, and operational excellence.
This is your chance to be a trusted advisor across the business strengthening our risk culture while supporting strategic projects and day-to-day operations. If you love problem-solving, collaboration, and making a real impact on customer satisfaction, this role is for you!
What You'll Do
- Manage complaints end-to-end, meaning you'll take ownership of customer complaints, from initial review to resolution, ensuring every case is handled fairly, efficiently, and in line with regulatory obligations.
- Handle complex cases and resolve challenging complaints across credit products and third-party vendors, escalating high-risk matters and recommending solutions when needed.
- Represent Brighte externally, acting as the company’s voice in external dispute resolution forums such as AFCA, ensuring professionalism and compliance.
- Stay compliant and informed, making sure to keep up-to-date with regulatory changes and ensure all processes meet ASIC RG 271, AFCA standards, and industry best practices.
- Drive process improvements. Identify trends and root causes, then recommend and implement changes to improve efficiency, customer experience, and consistency of outcomes.
- Collaborate across teams within Legal, Risk, Compliance, Lending, and Operations to resolve complaints and address systemic issues.
- Provide insights and reporting, preparing regular reports on complaint trends, risks, and opportunities, supporting data-driven decisions and automation initiatives.
- Act as a mentor to the Customer Relations Officers, share best practices, and step in as delegate for the Team Leader when required.
What You'll Bring
- You have sound experience in customer relations, complaints handling, or dispute resolution within a regulated industry (financial services, energy, or insurance). Ideally around 2-3 years under your belt.
- You have proven experience managing complaints through External Dispute Resolution (EDR) forums e.g. with AFCA, including preparing submissions, representing the company, and achieving fair outcomes.
- You bring a solid understanding of regulatory requirements (ASICRG 271, AFCA processes, ASIC Act, Competition and Consumer Act, Privacy Act).
- Deep understanding of complaint handling frameworks and regulatory obligations (e.g., ASICRG 271, AFCA)
- Strong communication and stakeholder engagement skills combined with an analytical and problem-solving mindset
- Experience with complaints systems and AI tools (e.g., auto-triage, sentiment analysis) and exposure to automation tools and data analytics in complaint management (highly desirable).
- Ability to drive continuous improvement and cross-functional collaboration
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 will 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.
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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.
Top Skills
Ai Tools
Data Analytics
Brighte Sydney, New South Wales, AUS Office
1 Margaret St, Sydney, New South Wales, Australia, 2000
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