Dispute Resolution Investigations Officer

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. About the role As an Investigations Officer within the Dispute Resolution function, you will play a key role in delivering fair, balanced, and timely outcomes for customers experiencing complex issues. You’ll investigate and resolve complaints from Ombudsman schemes, regulators, senior business referrals, and other escalated channels, ensuring every matter is managed with professionalism, care, and compliance. Working collaboratively across the Dispute Resolution team and broader Customer Markets groups, you’ll contribute to strategic initiatives, strengthen operational performance, and support AGL’s commitment to customer focused, compliant, and sustainable dispute resolution. This role is ideal for a customer focused professional who thrives on solving complex problems, building trusted relationships, and making a meaningful difference for customers and the business. What you'll be doing: Manage and investigate a portfolio of complex customer complaints and escalations, delivering fair, reasonable, and sustainable outcomes through thorough investigation, sound judgement, and effective stakeholder engagement. Resolve Ombudsman, regulatory, and business referred matters, ensuring compliance with legislative requirements, industry codes, and AGL's policies while maintaining strong relationships with internal and external stakeholders. Manage end to end case resolution, including triage, investigation, customer communication, case planning, and timely resolution in line with quality, compliance, and service standards. Identify, assess, and escalate operational risks, contributing to strong governance, continuous improvement, and the consistent application of complaint handling best practice. Support the delivery of Dispute Resolution's strategy by sharing insights, contributing to operational improvements, collaborating across teams, and representing AGL professionally in interactions with Ombudsman schemes, regulators, and key stakeholders. About you: Demonstrated experience in complaint and dispute resolution, investigations, or customer advocacy, preferably within a regulated industry. Strong analytical and problem solving skills, with the ability to investigate complex issues and make balanced, evidence based decisions. Excellent written and verbal communication skills, with the ability to influence outcomes and build effective stakeholder relationships. Understanding of relevant regulatory frameworks, Ombudsman schemes, and consumer protection obligations. A customer focused mindset with a commitment to delivering fair, compliant, and sustainable outcomes. 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. #LI-OD1 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 proud to be a WORK180 Endorsed Employer for All Women. At AGL, we use some AI-enabled tools to support recruitment administration. All hiring decisions are made by hiring leaders and Talent Solutions professionals, with human oversight throughout. 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 Solutions team. Candidates submitted by an agency without approval will not be considered by AGL. Location Docklands VIC 3008 Job Family Group Call Centre - Group