Disputes Resolution Specialist

6 days ago

Melbourne, Australia AGL Energy Full time

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.-
- 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 mínimal 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

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 membe

  • Dispute Resolution Specialist

    2 weeks ago

    Melbourne, Victoria, Australia AFCA Full time

    Company DescriptionAt AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm.As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find...

  • Dispute Resolution Specialist

    4 weeks ago

    Melbourne, Australia QBE Insurance Group Limited Full time

    Dispute Resolution Specialist **Primary Details** Time Type: Full time Worker Type: Employee - **Open Nationally (QBE Office)**: - **Permanent full-time role** **The opportunity** This is an exciting opportunity for a customer focused, insurance professional to join our highly supportive and dynamic team - reporting into the Senior Manager, Internal...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia QBE Insurance Group Limited Full time

    Dispute Resolution Specialist **Primary Details** Time Type: Full time Worker Type: Employee - **Open Nationally (QBE Office)**: - **Permanent & 12-month fixed term contract roles** **The opportunity** This is an exciting opportunity for a customer focused, insurance professional to join our highly supportive and dynamic team - reporting into the Senior...

  • Dispute Resolution Specialist

    2 weeks ago

    Melbourne, Australia Afterpay Full time

    **Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia Afterpay Full time

    **Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia Afterpay Full time

    **Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia Afterpay Full time

    **Company Description** It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...

  • Dispute Resolution Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Afterpay Full time

    Company Description: It all started with an idea at Block in 2013. Initially built to take the pain out of peertopeer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...

  • Dispute Resolution Officer

    3 weeks ago

    Melbourne, Australia Department of Jobs, Skills, Industry and Regions Full time

    Location: Melbourne | CBD Job type: Full time Organisation: Department of Jobs, Skills, Industry and Regions **Salary**: $92,332 - $104,762 Occupation: Customer Service/Call Centre Reference: VG/017976B The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria’s prosperity, building the productive capacity of our economy and...

  • Disputes Resolutions Specialist

    3 weeks ago

    Melbourne, Australia Afterpay Full time

    Company Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    Utilise your administrative expertise to provide support and advice to Dispute Services - Fixed, Full-Time opportunity to work with a high-performing and passionate team in the Victorian Public Service - VPS Grade 4: $91,418 - $103,725 plus superannuation. **About the Business Unit**: Dispute Services is a multi-dispute agency which includes Domestic...

  • Dispute Resolution Specialist

    2 weeks ago

    Melbourne, Victoria, Australia AFCA Full time

    Company DescriptionAt AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm.As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find...

  • Disputes Resolutions Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Afterpay Full time

    Company DescriptionIt all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...

  • Dispute Resolution Officer

    3 weeks ago

    Melbourne, Australia EML Group Full time

    Dispute Resolution Officer EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Of Victoria Full time

    The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria's prosperity, building the productive capacity of our economy and increasing participation – by creating more opportunities for people through skills and jobs; helping businesses and industries to thrive; and building vibrant communities and regions.For more information,...

  • Dispute Resolution Officer

    3 weeks ago

    Melbourne, Australia EML Full time

    EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Organisation:Department of Jobs, Skills, Industry and RegionsOccupation:Customer Service/Call CentreReference:VG/017976BThe Department of Jobs, Skills, Industry and Regions is focused on growing Victoria's prosperity, building the productive capacity of our economy and increasing participation – by creating more opportunities for people through skills and...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Organisation: Department of Jobs, Skills, Industry and Regions Occupation: Customer Service/Call Centre Reference: VG/017976B The Department of Jobs, Skills, Industry and Regions is focused on growing Victoria's prosperity, building the productive capacity of our economy and increasing participation – by creating more opportunities for people through...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia Allianz Australia Full time

    **Dispute Resolution Specialist | Multiple Locations** At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and...

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne City Centre, Victoria, Australia Department of Premier & Cabinet Full time

    About usThe Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising...