Join the change. Together, we’ll make history.
As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
About the Role
Reporting to the Performance Manager, a full time position is now available for a Dispute Resolution Specialist to join the team based in our Melbourne, Docklands head office.
The primary purpose of this role is to support the achievement of Customer Operations key objectives through best practice complaint management to deliver sustainable resolutions to complex and escalated complaints received within the Dispute Resolution Team with a key focus on telco.
This role will require you to work directly with customers and stakeholders to resolve complex and varied complaints and issues (including working directly with external parties such as Ombudsman bodies for Energy &/or Telecommunications and distributors).
Within this role you will also be required to proactively analyse complaint trends and root cause drivers to bring the voice of customer to life with the aim of identifying and delivering initiatives to improve business efficiency, enhance customer experience, reduce customer pain points and complaint cost to serve.
Key accountabilities of this role:
Timely and accurate resolution of Ombudsman complaints requiring investigation or internal escalated complaints. This is achieved through case management ownership, accountability for timely and high-quality investigation, negotiation and putting forward sustainable solutions.
Build and maintain strong working relationships with your Scheme counterparts by being the point of contact for your cases, ensuring the provision of full, detailed and quality investigation responses in agreed format, calling through to conciliators prior to case submissions to talk through the outcome of the investigation, the proposed resolution, and any further information requirements within SLAs.
Ensuring that investigations are compliant with the Ombudsman’s expectations and regulations and guidelines set out by either the Essential Services Commission, the Australian Energy Regulator for Energy or the Australian Communications and Media Authority for Telecommunications. All upgrades should be assessed for areas of improvement and compliance and challenged or fed back to the relevant business where appropriate.
Monitoring of ageing and upgrades to ensure work is being completed within defined SLAs, along with proactive intervention and escalation of cases that threaten to fall outside SLA to ensure that customer issues are resolved as quickly as possible.
Proactively engage and collaborate with key stakeholders to understand their business objectives; provide regular performance updates to and solicit regular feedback on performance.
Where required, provide subject matter expertise and input into AGL process forums, projects, user acceptance testing processes pertaining to your process area/s of expertise, or formally represent the Dispute Resolution team in process and system review forums as nominated with delegated decision-making authority in these forums on behalf of the Dispute Resolution Team.
Prompt escalation of distributor / wholesaler related issues and potential systemic issues to relevant functional areas. Ensuring risks and issues are flagged in the risk and issues registers.
Management of operational change resulting from system, regulatory and process updates and notifications
Qualifications, key skills and experience required:
Previous industry experience in Telco and complaints will be highly sought after
High level of customer service and complaint management experience
Ability to influence and negotiate outcomes Comprehensive written communication skills
Ability to provide key insights, and use data as the basis to tell a story
Accuracy and attention to detail, with high verbal communication skills
Ability to work autonomously with minimal supervision
What is in it for you:
Amazing discounts off your AGL Energy & Telecommunication accounts that you can share with your family and friends.
Hybrid working environment where you have the flexibility to work from home 2 days a week
A positive work environment where we support each other
Access to an additional week of recharge leave per year
Discounts off Gym Memberships, Health Insurance, and other wellness
Access to onsite facilities, bike rack, change rooms and onsite café
Access 20 weeks of paid parental leave for the primary carer
*Benefits may change over time and vary based on location.
Note: You must have unlimited, full working rights in Australia to Apply
Please ensure all applications are submitted with an updated Resume and Cover Letter by the closing date of: midnight Monday 18th March 2024
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 a Circle Back Initiative employer - we commit to respond to every applicant.
Job Family Group:
Finance and Accounting
