Job Description

Join the change. Electrify your future!

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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.

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Join the change. Electrify your future.

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About the role

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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.

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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.

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Based in our Melbourne head office, 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.

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What you'll be doing:

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- Lead and develop a high-performing team, driving capability, coaching, quality assurance, and a culture of empowerment, collaboration,



and continuous improvement.
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- 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.
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- Oversee end-to-end complaint operations, ensuring effective triage, resource allocation, case distribution, and timely, compliant resolution aligned with best-practice standards.
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- Strengthen governance and risk management, maintaining robust frameworks, audit readiness, and proactive identification and mitigation of operational risks.
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- 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.
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About you:

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- Previous demonstrated experience in complaint and dispute resolution operations.
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- Demonstrated leadership experience - managing and inspiring high - performing teams.
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- Experience in operational changes and continuous improvement.
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- Ability to coach and develop team members and build capability.
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- Understanding of relevant regulatory frameworks.
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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.
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- *Benefits may change over time and vary based on role type and location.
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Inclusion at AGL

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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.

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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

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AGL is proud to be a WORK180 Endorsed Employer for All Women.

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Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

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The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy .

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Location

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Docklands VIC 3008

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Job Family Group

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Customer Service

📌 Dispute Resolution Operations Lead (Victoria)
🏢 Agl
📍 Victoria