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.
Join the change.
Electrify your future.
About the role As an Investigations Officer within the Dispute Resolution function, you will play a key role in delivering fair, balanced, and timely outcomes for customers experiencing complex issues.
You'll investigate and resolve complaints from Ombudsman schemes, regulators, senior business referrals, and other escalated channels, ensuring every matter is managed with professionalism, care, and compliance.
Working collaboratively across the Dispute Resolution team and broader Customer Markets groups, you'll contribute to strategic initiatives, strengthen operational performance, and support AGL's commitment to customer focused, compliant, and sustainable dispute resolution.
This role is ideal for a customer focused professional who thrives on solving complex problems, building trusted relationships, and making a meaningful difference for customers and the business.
What you'll be doing: Manage and investigate a portfolio of complex customer complaints and escalations, delivering fair, reasonable, and sustainable outcomes through thorough investigation,



sound judgement, and effective stakeholder engagement.
Resolve Ombudsman, regulatory, and business referred matters, ensuring compliance with legislative requirements, industry codes, and AGL's policies while maintaining strong relationships with internal and external stakeholders.
Manage end to end case resolution, including triage, investigation, customer communication, case planning, and timely resolution in line with quality, compliance, and service standards.
Identify, assess, and escalate operational risks, contributing to strong governance, continuous improvement, and the consistent application of complaint handling best practice.
Support the delivery of Dispute Resolution's strategy by sharing insights, contributing to operational improvements, collaborating across teams, and representing AGL professionally in interactions with Ombudsman schemes, regulators, and key stakeholders.
About you: Demonstrated experience in complaint and dispute resolution, investigations, or customer advocacy, preferably within a regulated industry.
Strong analytical and problem solving skills, with the ability to investigate complex issues and make balanced, evidence based decisions.
Excellent written and verbal communication skills, with the ability to influence outcomes and build effective stakeholder relationships.
Understanding of relevant regulatory frameworks, Ombudsman schemes, and consumer protection obligations.
A customer focused mindset with a commitment to delivering fair, compliant, and sustainable outcomes.
At AGL, we offer a wide range of perks including: Flexible working options including hybrid work.
Discounts on energy, telcos and solar plans.
Participate in Energise - our reward

📌 Dispute Resolution Investigations Officer (Melbourne)
🏢 Agl Energy
📍 Melbourne