Dispute Resolution Operations Lead

About the role

As a leader within the Dispute Resolution function, you will play a pivotal role in shaping how AGL manages complex customer and regulatory matters. You'll guide and empower a team of Investigation Officers, driving strong performance, engagement, and a culture of excellence. Working collaboratively across the Dispute Resolution team and broader Customer Markets groups, you'll help deliver strategic initiatives, strengthen operational performance, and support AGL's commitment to fair, timely and customer-focused outcomes. This role is ideal for a people-centric leader who thrives in a dynamic environment and is passionate about creating meaningful impact for customers and the business.

Responsibilities

• Lead and develop a high-performing team, driving capability, coaching, quality assurance, and a culture of empowerment, collaboration, and continuous improvement.
• Manage complex complaints and escalations, acting as the key decision-maker for high-risk matters and maintaining strong relationships with Ombudsman schemes, regulators, and internal stakeholders.
• Oversee end-to-end complaint operations, ensuring effective triage, resource allocation, case distribution, and timely, compliant resolution aligned with best-practice standards.
• Strengthen governance and risk management, maintaining robust frameworks, audit readiness, and proactive identification and mitigation of operational risks.
• Champion strategic delivery, supporting the execution of Dispute Resolution's vision, engaging with BPO partners, and representing AGL in key forums to drive performance and operational excellence.
• About you:
• Previous demonstrated experience in complaint and dispute resolution operations.
• Demonstrated leadership experience - managing and motivating high - performing teams.
• Experience in operational changes and continuous improvement.
• Ability to coach and develop team members and build capability.
• Understanding of relevant regulatory frameworks.
• At AGL, we offer a wide range of benefits including:
• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Access 20 weeks of paid parental leave for the primary carer.
• Access to an additional week of recharge leave per year.
• Play an active role in our diversity & inclusion initiatives.
• Novated leasing and Electric Vehicle subscriptions.
• Access to study assistance, AGL's share purchase plan and insurance deals.
• *Benefits may change over time and vary based on role type and location.
• Inclusion at AGL
• We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
• AGL is proud to be a WORK180 Endorsed Employer for All Women.
• Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
• The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy .
• AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
• Location
• Docklands VIC 3008
• Job Family Group
• Customer Service

Benefits

Additional Information

Join the change. Electrify your future! We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy-and we'd like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we'll back you every step of the way as you build your career. Join the change. Electrify your future.

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