Join the change. Together, we’ll make history
As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
About the role
An exciting opportunity has become available at AGL for a professional Dispute Resolution Specialist to join our Dispute Resolution team. This role is responsible for managing complex and escalated complaints, working closely with customers, internal stakeholders, and external entities such as Ombudsman bodies to deliver timely, fair, and sustainable resolutions.
As a Dispute Resolution Specialist, you will play a key role in fostering a customer advocacy culture, analysing complaint trends, and identifying opportunities to enhance efficiency, improve customer experience, and reduce complaint costs.
What you’ll be doing:
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Complaints Case Management: Investigate and resolve Ombudsman and escalated complaints, ensuring a high standard of case ownership, analysis, and sustainable solutions.
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Stakeholder Engagement: Build and maintain strong relationships with internal teams, vendors, and Ombudsman Schemes, ensuring smooth collaboration.
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Scheme Collaboration: Serve as the key point of contact for Scheme counterparts, providing detailed, high-quality investigation responses and maintaining proactive communication.
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Compliance & Continuous Improvement: Ensure regulatory compliance in all investigations, assess upgrades for improvement, and provide valuable feedback to enhance processes.
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Monitoring & Efficiency: Track and analyse complaint trends, ensuring adherence to SLAs while driving process improvements to reduce volumes, costs, and enhance customer satisfaction.
About you:
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Proven experience in complaint management and delivering positive and sustainable customer outcomes
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Strong customer service experience with a solutions-focused approach
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Excellent stakeholder management, negotiation, and influencing skills
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Strong time management skills, thriving in a fast-paced, dynamic environment
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Experience in process improvement and continuous improvement initiatives
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Ability to balance independent and collaborative working styles
At AGL, we offer a wide range of benefits including:
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Flexible working options including hybrid work.
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Discounts on energy, telcos and solar plans.
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Participate in Energise - our reward & recognition program.
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Access 20 weeks of paid parental leave for the primary carer.
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Access to an additional week of recharge leave per year.
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Play an active role in our diversity & inclusion initiatives.
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Novated leasing and Electric Vehicle subscriptions.
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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 a Circle Back Initiative employer - we commit to respond to every applicant.
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 3008
Job Family Group
Finance and Accounting
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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
