Governance & Improvement Officer

Agl; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work options

Discounts on energy, telco, solar

Novated leasing

EV subscriptions

Parental leave – 20 weeks

Job summary

AGL is seeking a Governance & Improvement Officer within the Dispute Resolution team to strengthen complaint governance, support continuous improvement and ensure fair, timely outcomes for customers. You will report to the Dispute Resolution Governance & Improvement Manager and collaborate with various teams to drive governance, compliance and improvement initiatives.

The role focuses on reducing complaints, enhancing customer experience and improving operational efficiency in a regulated,

Qualifications

• Experience in governance, compliance or continuous improvement in a regulatory or customer‑facing environment.
• Understand frameworks, regulatory obligations and QA principles.
• Experience with performance reporting, metrics and insights.
• Involvement in improvement initiatives and documentation of frameworks or policies.
• Strong analytical and problem-solving skills with datadriven insight.
• Excellent written and verbal communication; collaborative mindset and customer focus.
• Ability to manage multiple priorities in a fast-paced environment.
• Adaptability and resilience with a continuous improvement mindset.

Responsibilities

• Support governance, compliance and continuous improvement initiatives aligned to priorities.
• Develop and maintain complaint handling frameworks, policies and procedures.
• Contribute to quality assurance and regulatory obligations compliance.
• Prepare complaint-related reporting, insights and metrics for decision making.
• Investigate root causes of customer dissatisfaction to identify trends and risks.
• Assist in managing Dispute Resolution risks and issues.
• Collaborate with stakeholders to improve customer outcomes and reduce costs.
• Contribute to Dispute Resolution and Customer Markets strategies and KPIs.
• Support a high-performance, collaborative culture and share best practices.

Skills

Governance

Compliance

Continuous Improvement

Data Analysis

Stakeholder Management

Job description

Join the change. Electrify your future!

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.

Join the change. Electrify your future.

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 3008

Job Family Group

Quality Assurance - Group