Complaint Reporting Analyst

15 hours ago

Melbourne, Victoria, 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
- Permanent opportunity in the AGL Dispute Resolution team

Reporting to the Performance Manager - Insights & Improvements, you will support Customer Operations and AGL's commitments to complaint handling through delivery of best practice reporting, data analysis & insights, system efficiency and associated process improvement initiatives.

You will be required to proactively analyse complaint trends with the aim of identifying root cause drivers and providing insightful reporting at business, department, and team levels including weekly, monthly, quarterly, and annual overviews.

What you'll be doing (Main key responsibilities)
- Use complaint trends and insights to produce weekly, monthly, and quarterly complaint reporting across internal, external, and network complaints
- Manage stakeholder relationships to provide valuable, insightful information that is both relevant and drives complaint reduction outcomes
- Manage the presentation and continuous improvement of the Complaints central information hub including content & appearance to deliver a dynamic, insightful best practice resource relevant to all areas of the business, bringing the customer experience to life
- Identify and manage continuous complaint reporting improvement opportunities and efficiencies taking into consideration quantifiable cost, FTE, customer or stakeholder benefits
- Provide monthly complaint cost forecasts that can be circulated to the business and schemes to continue to improve the accuracy with which AGL controls costs

About You

What you'll bring to the table:
You will have strong analytical skills and excellent attention to detail and will have worked in a similar role previously. Your passion for continuous improvement will ensure your success in the role.
- Proven experience in a similar Business Analyst or reporting role
- Solid skills in data analytics, interpretation and visualisation
- Ability to bring the voice of customer to life by communicating valuable insights
- Strong ability to effectively influence and communicate with key stakeholders
- Advanced Excel and SQL experience

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:
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