About the role
Brighter Together
Our mission is the make sustainability affordable and accessible for everyone.
By offering financial solutions to homeowners, we’re making renewable energy and home improvements more accessible to the everyday Aussie.
Between Nov 2016 and Feb 2022, Brighte has facilitated the installation of solar systems for over 110,000 households. Currently we have 1700 GWh generated by our customers each year which is saving 1 million + metric tons on C02 emissions per year!
Our founder and CEO, Katherine McConnell, has been awarded Telstra Business Woman 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 we have been awarded AFR Sustainability Leader in the Banking and Finance category and won the inaugural Sustainability Award at the Affies!
We value different perspectives, skills and backgrounds and have been recognised for our strength in creating a diverse and inclusive workplace, winning Best Workplace Diversity (Finnies 2021).
The Role
When something goes wrong for a customer, it lands with us. We own complaints end-to-end — from first contact to final resolution — and we're held to high regulatory standards while we do it. We run lean: routine cases are triaged, templated and tracked wherever possible, so human attention goes to the complaints that are genuinely complex, high-risk or precedent-setting. As Brighte grows across more vendors, products and customers, the matters reaching this team are getting harder, more nuanced, and more important to get right — for the customer and for the business.
That's where you come in.
Be the customer's advocate when it matters most — and turn every complaint into a fairer outcome and a better business.
Own complaints end-to-end. Take real ownership of cases from first review to resolution fairly, efficiently, and in line with regulatory guidelines at every step. The customer should feel heard, and the outcome should be one you'd stand behind.
Handle the hard ones. Resolve complex, sensitive and high-stakes complaints across credit products and third-party vendors. Know when to escalate, and bring a recommended path, not just a problem.
Represent Brighte externally. Be our voice in External Dispute Resolution forums like AFCA - prepare sharp submissions, argue fair outcomes, and protect both the customer and Brighte's standing.
Fix the cause, not just the case. Spot the trends and root causes behind recurring complaints, then work to escalate and ultimately fix the system that's creating them. When the same complaint reaches you twice, change what's behind it rather than resolving it again.
Stay ahead of the rules. Keep current with regulatory change — RG 271, AFCA processes, the ASIC Act, Competition and Consumer Act and Privacy Act — and make sure our process meets the standard, and then some.
Work AI-first. We're serious about AI, and serious about doing it properly. You'll use AI fluently — auto-triage, sentiment analysis, drafting, summarising, surfacing trends — to move faster and catch what a human alone would miss. But fairness and judgement come first: you verify against the file and the regulation, you protect customer data, and you own every outcome. Used well, it lets a small team deliver like a big one. We want someone curious enough to push what's possible, and disciplined enough to do it safely.