Governance & Improvement Officer

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.

What you’ll be doing:

• Translate strategic business goals into actionable process improvements and quantify the benefits delivered.

• Shape and enhance AGL’s complaint handling frameworks by improving policies, processes, and practices that ensure fair, consistent, and compliant customer outcomes while reducing contacts and complaints.

• Deliver meaningful reporting and insights that highlight trends, root causes, and opportunities to improve customer experience and reduce contacts and complaints.

• Drive continuous improvement initiatives that lift operational efficiency, reduce unnecessary cost, and strengthen customer satisfaction, including identifying operational inefficiencies and implementing process optimisation.

• Identify and manage key risks and issues within Dispute Resolution to support proactive mitigation and ongoing performance improvement.

About you:

• Previous demonstrated experience across governance, compliance and continuous improvement — ideally within a customer‑facing or regulated industry such as energy, telecommunications, or financial services.

• Proven experience in improvement delivery, with a steady and consistent focus on execution and outcomes.

• Autonomous, self‑led, and able to self‑manage workload while maintaining strong delivery discipline.

• Sound understanding of complaint handling frameworks, regulatory obligations, and quality assurance principles, including strategies to reduce contacts and complaints.

• Strong analytical and problem‑solving skills with the ability to interpret data, identify trends and risks, and quantify benefits.

At AGL, we offer a wide range of benefits including:

• 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.

• 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.