Description
complaint framework
reporting metrics
risk management
data analysis
stakeholder collaboration
governance oversight
The Governance & Improvement Officer will join the Dispute Resolution team in Customer Markets, reporting to the Governance & Improvement Manager. The role focuses on strengthening complaint handling governance, supporting continuous improvement, and delivering fair, timely and compliant outcomes for customers.
- Support governance, compliance and continuous improvement initiatives aligned with organisational values.
- Develop, maintain and improve complaint handling frameworks, policies and procedures.
- Prepare and deliver complaint‑related reporting, metrics and analysis for performance monitoring.
- Investigate complaint categories to identify trends, risks and improvement opportunities.
- Identify, track and manage Dispute Resolution risks and contribute to mitigation strategies.
- Collaborate with internal stakeholders to improve customer outcomes and reduce costs.
- Contribute to Dispute Resolution and Customer Markets strategies, goals and KPIs.
- Promote a collaborative, high‑performance and continuous improvement culture within the team.
- Share insights and best practices in internal forums.
Requirements
governance
compliance
regulatory
analytical
communication
collaboration
- Demonstrated experience in governance, compliance or continuous improvement in a regulated, customer‑facing industry.
- Strong understanding of regulatory frameworks, quality assurance principles and performance reporting.
- Analytical and problem‑solving skills to identify trends, risks and root causes in data.
- Excellent written and verbal communication with ability to engage diverse stakeholders.
- Collaborative mindset with strong interpersonal skills and customer focus.
- Ability to manage multiple priorities in a fast‑paced, evolving environment.
Benefits
AGL, an Australian company since 1837, is driving a sustainable future through electrification and renewable energy. The organisation values inclusivity, respect and continuous learning, offering career growth for on‑site, office or hybrid workers who want to power Australian lives.
Joining AGL provides exposure to governance and improvement work, cross‑functional collaboration with operations and leadership, and the chance to make meaningful improvements that directly impact customer experience. The team culture emphasizes learning, collaboration, and continuous improvement.
AGL offers flexible hybrid work arrangements, an extra week of recharge leave, discounts on energy, telco and solar plans, novated leasing and EV subscriptions, 20 weeks paid parental leave, study assistance, a reward program, share purchase plans and insurance deals, plus opportunities to contribute to diversity and inclusion initiatives.
Training + Development
Information not given or found
