Governance & Improvement Specialist for Customer Outcomes

Agl; Melbourne; Presencial; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work options

Discounts on energy, telco, solar

Novated leasing

EV subscriptions

Parental leave – 20 weeks

Descripción de la vacante

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,

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Governance

Compliance

Continuous Improvement

Data Analysis

Stakeholder Management

Descripción del empleo

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,