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Dispute Resolution Specialist

3 months ago

Melbourne, Victoria, Australia AGL Energy Full time
As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.


If you're set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now's an extraordinary time to work with us.

We're taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That's what we call progress. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role


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.


What you'll be doing:

  • Timely and accurate resolution of Ombudsman complaints requiring investigation or internal escalated complaints.
  • Building and maintaining strong working relationships with internal business partners, vendors, Ombudsman Schemes and with other internal or external stakeholders.
  • 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.
  • Proactively engage and collaborate with key stakeholders to understand their business objectives; provide regular performance updates and solicit regular feedback on performance.
  • Management of operational change resulting from system, regulatory and process updates, and notifications.
About You

What you'll bring to the table:

  • Dispute resolution and complex complaint management experience
  • Interpersonal skills with high-quality written and verbal communication skills
  • Self-leadership and impeccable time management, suited to a fast-paced and changing environment
  • Energy or Telecommunications Industry experience would be highly regarded
  • Agile & Lean Methodology exposure would be an advantage
Inclusion at AGL


AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences.

We also recognise that some applicants may not wish to disclose, and we respect their decision.

To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:

Job Family Group:
Finance and Accounting