Job Description
## Dispute Resolution Operations LeadApply: Melbourne Corporate: Full time: Posted Today: End Date: September 25, **** (13 days left to apply): R-*********Join the change. Electrify your future!**We've been proudly Aussie since ****, 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.**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.
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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.**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 advantages 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.
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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:

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.*

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