Dispute Resolutions Officer

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:
• Lead with empathy: Investigate complaints from all channels and turn challenges into positive outcomes
• Deliver solutions: Resolve issues end-to-end in line with Brighte’s policies and regulatory obligations, ensuring fairness and transparency
• Keep us on track: Manage turnaround times, track trends, and report insights to leadership for continuous improvement
• Collaborate for impact: Work closely with Legal, Risk, and Compliance to safeguard our customers and our business
• Drive innovation: Identify tech-driven solutions to make complaint handling smarter and more efficient
• Champion governance: Ensure oversight of customer concerns across key product and business forums
• Support our people: Provide guidance and superior support to Brighte staff, helping everyone deliver the best customer experience.

What You'll Bring:
• You have experience working and financial services and/or a call centre environment.
• You know how to bring people on board and manage stakeholders with confidence and clarity with the ability to influence through impact.
• When things aren’t black and white, you stay calm, think critically, and deliver results under pressure.
• Whether written or spoken, you articulate ideas clearly and build trust through strong interpersonal.
• You bring a customer-first mindset, and every decision starts with the customer at the centre.
• You aim high to always deliver superior service and outcomes for customers and shareholders alike.
• You're a high-energy performer and love fast-paced environments, tight deadlines, and making things happen.
• You are detail oriented and driven and are meticulous in your work and relentless in follow-ups to ensure effective closure.
• You are skilled at assessing operational and financial impacts and identifying smart risk mitigation strategies.
• You're a collaborative influencer with the ability to manage multiple stakeholders, engage effectively, and drive business recommendations that stick.
• Understanding of regulatory requirements for IDR (RG271) and EDR procedures.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act.
• It's highly regarded if you bring an understanding of AFCA (Australian Financial Complaints Authority) powers and processes.

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.