ESSENTIAL FUNCTIONS:

• Directly manages the Complaint Specialist Team including:

• Managing the end to end aspects of all regulatory complaints including the resolution of complex operational and compliance issues in accordance with applicable regulatory and legal requirements.

• Providing expert advice and support to staff on the handling of complaints to ensure efficient, accurate and timely intake which includes: investigation techniques, root cause analysis and writing responses.

• Ensures staff is properly trained to effectively handle complaints.

• Will also be responsible for setting work objectives and goals for employees and managing their performance.

• Maintaining a company-wide complaints reporting and tracking system, including the investigation and responses to those complaints.

• Performing trend analysis and reasonability checks to ensure accuracy of data.

• Providing feedback/reports to the relevant business units designed to reduce the number of complaints.

• Undertaking audits as appropriate to benchmark complaint handling and monitoring performance.

• Takes leading role in reporting of all complaints and improving processes to eliminate future complaints by:

• Requires a thorough knowledge of the products/services that Ambit Energy offers and extensive customer service skills.

• Participation in ongoing training and development in relation to the complaint handling processes.

• Assists the Legal and Regulatory Compliance attorneys and staff in developing risk minimization strategies related to complaint trends and analysis.

• Assists in responding to regulatory and other governmental bodies complaint investigations.

• Leads the development of specific delegated policies, procedures and guidelines relating to complaints.

• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results.

• Monitors trends, assess complaint data and industry ratios to provide useful, actional metrics, and highlights risk factors to include in the production of an annual report on complaints, response times, outcomes and action arising from complaints.

• Facilitation of complaint resolution meetings.

• Appropriately escalating complaints to the Head of the Department.

• Full-time physical attendance is an essential function of the job.

Required Skills

REQUIRED QUALIFICATIONS:

• Bachelor’s degree required.

• 7- 10 years of experience in the Energy utilities industry.

• Familiar with a variety of the industry’s concepts, practices and procedures.

• Relies on experience and judgment to accomplish goals.

• Must be creative in finding resolutions to customer escalations.

• Must be knowledgeable of the relevant laws and regulatory rules and requirements.

• Must have excellent written and verbal communication skills.

• Must have a commitment to quality with a high-level attention to details.

• Ability to manage high volumes and lead a team to work effectively under pressure

• Proficient user of Microsoft Office (Excel, Word, and PowerPoint).

• Works in a typical office setting.

• May be called upon to work hours in excess of 40 hours in a workweek (including potential for evening and weekend work when required to meet deadlines.)

• Job duties may require travel.

• Team player, ability to work well within a team.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

As a condition of employment with Ambit Energy, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.

Required Experience

REQUIRED QUALIFICATIONS:

• Bachelor’s degree required.

• 7- 10 years of experience in the Energy utilities industry.

• Familiar with a variety of the industry’s concepts, practices and procedures.

• Relies on experience and judgment to accomplish goals.

• Must be creative in finding resolutions to customer escalations.

• Must be knowledgeable of the relevant laws and regulatory rules and requirements.

• Must have excellent written and verbal communication skills.

• Must have a commitment to quality with a high-level attention to details.

• Ability to manage high volumes and lead a team to work effectively under pressure

• Proficient user of Microsoft Office (Excel, Word, and PowerPoint).

• Works in a typical office setting.

• May be called upon to work hours in excess of 40 hours in a workweek (including potential for evening and weekend work when required to meet deadlines.)

• Job duties may require travel.

• Team player, ability to work well within a team.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

As a condition of employment with Ambit Energy, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.