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About the role
It’s an exciting time to join AGL!
We’re currently looking for a Governance & Improvement Officer to join our Dispute Resolution team within Customer Markets. In this role, you’ll play a key part in strengthening complaint handling governance, supporting continuous improvement initiatives, and helping deliver fair, timely and compliant outcomes for customers.
Reporting to the Dispute Resolution Governance & Improvement Manager, you’ll work closely with stakeholders across our functional operational teams to support governance, compliance, reporting and improvement activities that are mainly targeted at but not limited to reducing complaints, enhancing customer experience, and improving operational efficiency.
This is an ideal opportunity for someone with experience in governance, compliance or continuous improvement who enjoys working with data, identifying insights, and contributing to meaningful improvement in a regulated, customer‑focused environment.
Why join us?
You’ll be part of a purpose‑driven team focused on delivery that is improving customer outcomes and strengthening complaint resolution practices
Exposure to governance and improvement work
Opportunities to work cross‑functionally with customer operations, leadership teams and external bodies
The chance to contribute to meaningful improvements that directly impact customer experience
A supportive team culture focused on learning, collaboration and continuous improvement
As a member of the Governance & Improvement team, you will:
Support the delivery of governance, compliance and continuous improvement initiatives aligned to organisational values and strategic priorities
Assist in the development, maintenance and ongoing improvement of complaint handling frameworks, policies, procedures and practices
Contribute to governance, compliance and quality assurance frameworks to ensure complaint handling meets both internal standards and external regulatory obligations
Prepare and deliver complaint‑related reporting, insights, metrics and analysis to support performance monitoring and decision‑making
Investigate complaint categories and root causes of customer dissatisfaction to identify trends, risks and improvement opportunities
Support the identification, tracking and management of Dispute Resolution risks and issues, contributing to effective mitigation strategies
Collaborate with internal stakeholders to deliver initiatives that improve customer outcomes, increase efficiency and reduce unnecessary cost
Contribute to the achievement of Dispute Resolution and Customer Markets strategies, goals and KPIs
Actively support a collaborative, high‑performance and continuous improvement culture across the team
Participate in internal forums to share insights, learnings and best practice
To succeed in this role, you will bring:
Experience in governance, compliance or continuous improvement, ideally within a customer‑facing or regulated industry (e.g. energy, telecommunications, financial services, utilities)
A working understanding of frameworks, regulatory obligations and quality assurance principles
Experience contributing to performance reporting, metrics and insights
Exposure to delivering or supporting improvement initiatives
Practical experience assisting with the documentation or enhancement of frameworks, policies, procedures or operational practices
Sound analytical and problem‑solving skills, with the ability to identify trends, risks and root causes in data
Strong written and verbal communication skills, with the ability to engage effectively with a wide range of stakeholders
A collaborative mindset, strong interpersonal skills and a genuine customer focus
The ability to manage multiple priorities in a fast‑paced, evolving environment
Adaptability, resilience and a continuous improvement mindset
What We Offer
Flexible work options, including hybrid arrangements and an extra week of recharge leave annually.
Exclusive perks, such as discounts on energy, telco, and solar plans, plus novated leasing and EV subscriptions.
Support and recognition, with 20 weeks paid parental leave for primary carers, study assistance, and our Energise reward program.
Additional benefits, including share purchase plans, insurance deals, and opportunities to contribute to diversity and inclusion initiatives
All applications need to be submitted by Monday 26th January!
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
Quality Assurance - Group