Dispute Resolution Specialist

2 weeks ago

Melbourne, Australia AGL Energy Full time

Powering Australian Life.

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

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 to 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

Please note - unsolicited resumes from agencies will not be accepted by AGL.

LI-Hybrid

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:
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