Customer Advocate


A unique opportunity has arisen for a Customer Advocate to join our business in a permanent capacity. You will be responsible for delivering timely resolution of complex or escalated customer concerns and Ombudsman investigation complaints.

The successful candidate will work directly with Ombudsman stakeholders, customers and internal business units to ensure a positive customer outcome, whilst adhering to best practice complaint management.

You will be involved in analysing complaint trends with the aim of delivering initiatives to improve efficiency, provide business insight, enhance the customer experience and reduce cost.

Your key responsibilities will be to:

  • Drive the timely and accurate resolution of Ombudsman complaint investigations
  • Work closely with stakeholders to lead customer resolution and complaint reduction
  • Build and maintain strong relationships with direct Ombudsman counterparts by being the point of contact for your assigned cases, ensuring the provision of detailed and quality investigation responses
  • Ensure that any new investigation or upgrade is compliant with the Essential Services Commission and the Scheme’s own Charter
  • Coordinate process improvement initiatives to reduce complaint volumes and associated costs, and increase customer experience, supported by data analysis
  • Engage with internal stakeholders to understand their business objectives including providing performance updates and soliciting feedback

The successful candidate will have a strong passion for service, be highly resilient and is an expert at delivering positive customer outcomes.

Additionally, you will have:

  • Demonstrated experience in dispute resolution and complaint management to ensure positive customer outcomes
  • Experience in delivering process and continuous improvement initiatives
  • The ability to influence and negotiate to achieve desired business outcomes
  • Exceptional stakeholder management ability with effective written and verbal communication skills
  • The ability to master a dynamic and fast paced environment

What’s in it for you?

You’ll be working in an A-grade building with state of the art activity based working facilities. Being supported by our new flexible ways of working. We call it Smarter Working.

You’ll get the opportunity to work with some of the most engaged and innovative people in the business. Being exposed to more opportunities to advance your skills and career.

Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.

About us

It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians.

With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

Come with us on a journey of exploration and creativity, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.


A unique opportunity has arisen for a Customer Advocate to join our business in a permanent capacity. You will be responsible for delivering timely resolution of complex or escalated customer concerns and Ombudsman investigation complaints.

The successful candidate will work directly with Ombudsman stakeholders, customers and internal business units to ensure a positive customer outcome, whilst adhering to best practice complaint management.

You will be involved in analysing complaint trends with the aim of delivering initiatives to improve efficiency, provide business insight, enhance the customer experience and reduce cost.

Your key responsibilities will be to:

  • Drive the timely and accurate resolution of Ombudsman complaint investigations
  • Work closely with stakeholders to lead customer resolution and complaint reduction
  • Build and maintain strong relationships with direct Ombudsman counterparts by being the point of contact for your assigned cases, ensuring the provision of detailed and quality investigation responses
  • Ensure that any new investigation or upgrade is compliant with the Essential Services Commission and the Scheme’s own Charter
  • Coordinate process improvement initiatives to reduce complaint volumes and associated costs, and increase customer experience, supported by data analysis
  • Engage with internal stakeholders to understand their business objectives including providing performance updates and soliciting feedback

The successful candidate will have a strong passion for service, be highly resilient and is an expert at delivering positive customer outcomes.

Additionally, you will have:

  • Demonstrated experience in dispute resolution and complaint management to ensure positive customer outcomes
  • Experience in delivering process and continuous improvement initiatives
  • The ability to influence and negotiate to achieve desired business outcomes
  • Exceptional stakeholder management ability with effective written and verbal communication skills
  • The ability to master a dynamic and fast paced environment

What’s in it for you?

You’ll be working in an A-grade building with state of the art activity based working facilities. Being supported by our new flexible ways of working. We call it Smarter Working.

You’ll get the opportunity to work with some of the most engaged and innovative people in the business. Being exposed to more opportunities to advance your skills and career.

Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.

About us

It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians.

With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

Come with us on a journey of exploration and creativity, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.

Are you viewing this job on LinkedIn? Click here to apply