Customer Vulnerability Manager

4 days ago

Melbourne, Victoria, 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

An exciting opportunity has become available in the Governance and Assurance team here at AGL. Reporting to the Head of Governance & Assurance, the Customer Vulnerability Manager will be accountable for defining the strategy, owning the policies, developing the governance model and partnering with the business to service the customers experiencing vulnerability at AGL.

About you'll be doing:
- Defining customer vulnerability in the context of AGL's customer base.- Developing policies, procedures, and related governance frameworks to guide management of and decision making in regard to customers experiencing vulnerability, then partnering with the business owners to execute on them.- Management of customer vulnerability partnerships and programs on behalf of AGL.- Providing independent, expert and strategic advice to the business on management of customers experiencing vulnerability.- Driving a clear 'voice of customer' narrative across the business on behalf of customers experiencing vulnerability.

What you'll bring:
- Experience in customer centric leadership roles exposure to supporting customers experiencing vulnerability- Excellent stakeholder engagement skills including high level influencing and negotiation abilities and a demonstrated capability to engage at all levels within an organisation.- An understanding of the regulatory and social license obligations of being an essential services provider.- Ability to lead in a matrix environment and manage delivery of work through teams across the organisation.- Proven ability to exercise sound judgement in complex decision making and influence outcomes.

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:

- AGL is a_ Circle Back Initiative employer - we commit to respond to every applicant_._

**Location**:
Docklands VIC 3008

Job Family Group:
Business and Organization Analysis Management

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