Governance & Improvement Officer

About the role

Governance & Improvement Officer | 3x positions available - 2x Permanent, 1x 6‑month Contract | Melbourne Based Reporting to the Dispute Resolution Governance & Improvement Manager, this role supports the delivery of governance, compliance, and continuous improvement initiatives that reduce contacts and complaints, improve customer experience, and strengthen operational performance. You will help enhance AGL's complaint handling frameworks and governance practices, produce clear and insightful reporting on customer concerns, and drive end‑to‑end improvement initiatives that lift efficiency and reduce unnecessary cost. The role also plays an important part in identifying and managing risks to support effective mitigation and ongoing improvement. Working closely with colleagues across Dispute Resolution and Customer Markets, this position contributes to the successful delivery of customer concern and complaint‑reduction strategies, policies, goals, and KPIs, helping build strong operational performance and a culture focused on quality outcomes for customers.