Case Resolution Officer

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Case Resolution Officer

Job Reference 2024/TBC

Classification APS 56 $78548$104393

Department Climate Change Energy the Environment and Water (DCCEEW)

Division/Group National Energy Transformation Energy Group

Branch Energy Market Body & Agency Engagement

Section Social Licence Policy

Team Office of the Australian Energy Infrastructure Commissioner

Location Melbourne VIC Lv5 2 Lonsdale Street

Employment Status Nonongoing arrangement for up to twelve months

(external worker via labour hire through People Panel)

Hours Full Time

Security Clearance Police Check

Who we are

The Australian Energy Infrastructure Commissioner handles complaints and enquiries from

community residents about wind farms solar farms energy storage facilities and new major

transmission projects. The Commissioners work directly contributes to the practical efficacy and

social sustainability of Australias energy transition both through helping local communities resolve

concerns at a projectlevel and by undertaking broader efforts to promote transparency and best

practices across projects industry and governments.

The job

This position provides a unique opportunity to work directly with communities industry and

government agencies during an important time in Australias energy transition. As part of a

collaborative and energetic team you will be responsible for helping the Commissioner pursue

practical outcomes in a genuinely dynamic environment.

As a Case Resolution Officer you will work directly with the Commissioner and the Executive

Officer to support the Offices role and activities. You will handle cases from initiation through to

closure/resolution and regularly liaise with a range of internal and external stakeholders.

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What we are looking for

Knowledge and experience

Practical problemsolving experience with multiple stakeholders in an external dispute

resolution or complaintshandling setting.

Proficiency in the use of a Complaints (or Contact Relationship) Management System

(or familiarity with an equivalent record keeping and workflow platform).

MS Excel and MS Word are highly desirable.

Business letter writing skills are essential.

Familiarity with renewable energy or public infrastructure projects regional communities

and/or propertyrelated disputes are highly desirable.

Skills and capabilities

To succeed in this role the ideal candidate will:

Have a proactive outcomesfocused mindset and excellent verbal interpersonal and

written communication skills.

Be flexible reliable and be able to communicate well in a small team to enable a collegiate

working environment.

Be highly motivated have excellent time management skills and strong attention to detail.

Be professional and reliable with ability to manage multiple demands and prioritise work.

Have the ability to build and sustain positive working relationships with internal and external

stakeholders.

What you will do

1. With the support of relevant Office staff contribute to the receipt administration handling

and reporting of enquiries and complaints directed to the AEIC.

2. Assist the Commissioner to resolve and close complaints including facilitating and

participating in conciliations.

3. Ensure all relevant information regarding complaints is properly recorded and filed

including management and data entry in the Offices systems.

4. Review and research complaints received by the Office and prepare correspondence to

complainants and stakeholders to progress complaints.

5. Undertake targeted research on issues relevant to onshore and offshore wind farms

largescale solar farms energy storage facilities and new major transmission projects.

6. Contribute to the preparation of reports correspondence submissions presentations best

practice guidelines and/or support other work of the Office as requested.

7. Establish and maintain productive relationships with relevant stakeholders including

residents proponents associations and all levels of governments involved in planning

processes and community engagement.

Security Clearance: This position requires a Police Check. The external worker will be required

to exercise professional judgement in handling caserelated information consistently with AEIC

and DEECW requirements.

Contact

Name: Jarrod Lenne Executive Officer

Phone number:

Email address: