Join the change. Electrify your future!
We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.
Join the change. Electrify your future.
About the role
As a leader within the Dispute Resolution function, you will play a pivotal role in shaping how AGL manages complex customer and regulatory matters. You’ll guide and empower a team of Investigation Officers, driving strong performance, engagement and a culture of excellence. Working collaboratively across the Dispute Resolution team and broader Customer Markets groups, you’ll help deliver strategic initiatives, strengthen operational performance, and support AGL’s commitment to fair, timely and customer-focused outcomes. This role is ideal for a people-centric leader who thrives in a dynamic environment and is passionate about creating meaningful impact for customers and the business.
What you’ll be doing:
Lead and develop a high-performing team, driving capability, coaching, quality assurance, and a culture of empowerment, collaboration, and continuous improvement.
Manage complex complaints and escalations, acting as the key decision-maker for high-risk matters and maintaining strong relationships with Ombudsman schemes, regulators, and internal stakeholders.
Oversee end-to-end complaint operations, ensuring effective triage, resource allocation, case distribution, and timely, compliant resolution aligned with best-practice standards.
Strengthen governance and risk management, maintaining robust frameworks, audit readiness, and proactive identification and mitigation of operational risks.
Champion strategic delivery, supporting the execution of Dispute Resolution’s vision, engaging with BPO partners, and representing AGL in key forums to drive performance and operational excellence.
About you:
Previous demonstrated experience in complaint and dispute resolution operations.
Demonstrated leadership experience – managing and motivating high – performing teams.
Experience in operational changes and continuous improvement
Ability to coach and develop team members and build capability
Understanding of relevant regulatory frameworks
At AGL, we offer a wide range of benefits including:
Flexible working options including hybrid work.
Discounts on energy, telcos and solar plans.
Participate in Energise - our reward & recognition program.
Access 20 weeks of paid parental leave for the primary carer.
Access to an additional week of recharge leave per year.
Play an active role in our diversity & inclusion initiatives.
Novated leasing and Electric Vehicle subscriptions.
Access to study assistance, AGL’s share purchase plan and insurance deals.
*Benefits may change over time and vary based on role type and location.
Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
AGL is proud to be a WORK180 Endorsed Employer for All Women.
Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location
Docklands VIC 3008Job Family Group
Finance and Accounting
What We Do
At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.
Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.
As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure – renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.
We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.
Need to get in contact with us? https://www.agl.com.au/contact-us-social
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