Complaint Improvement Lead


About the Role

As the Complaint Improvement Lead you will be working within Agile and Lean Six Sigma methodologies to identify, create and implement continuous process improvements within Customer Advocacy and the wider AGL business to reduce complaint volumes and associated Ombudsman costs.

Your key responsibilities will be to:

  • Maintain a program of continuous improvement initiatives to reduce complaint volumes and associated costs, reduce customer effort and increase customer experience and cost to service
  • Clearly and comprehensively demonstrate benefits of continuous improvement initiative as a function of return on investment
  • Work with delivery partners to ensure that initiative benefits are being realized when these benefits impact other business units or teams
  • Create, co-ordinate and manage regular complaint driver forums to highlight areas for improvement ensuring all relevant stakeholders and departments across AGL participate and work together in partnership to reduce volume, costs and improve the customer experience

About You

Process driven and strategically minded, you are a self-starter and seeking an opportunity to take ownership of a lead role that will make significant impact to the business.

To be successful, you’ll have:

  • proven experience in process improvement, change management and notable strengths in project management
  • proven knowledge and hands on experience in agile continuous improvement and Lean Six Sigma methodologies
  • proven skills in strategic thinking and commercial acumen and a customer first focus
  • demonstratable skills managing and developing working relationships with internal and external stakeholders

Additionally, you are degree qualified, post graduate qualified or bring appropriate business experience

This is an exciting opportunity to make an impact in a high-profile business unit and be at the forefront of developing improvements in the customer journey.

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 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.

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.


About the Role

As the Complaint Improvement Lead you will be working within Agile and Lean Six Sigma methodologies to identify, create and implement continuous process improvements within Customer Advocacy and the wider AGL business to reduce complaint volumes and associated Ombudsman costs.

Your key responsibilities will be to:

  • Maintain a program of continuous improvement initiatives to reduce complaint volumes and associated costs, reduce customer effort and increase customer experience and cost to service
  • Clearly and comprehensively demonstrate benefits of continuous improvement initiative as a function of return on investment
  • Work with delivery partners to ensure that initiative benefits are being realized when these benefits impact other business units or teams
  • Create, co-ordinate and manage regular complaint driver forums to highlight areas for improvement ensuring all relevant stakeholders and departments across AGL participate and work together in partnership to reduce volume, costs and improve the customer experience

About You

Process driven and strategically minded, you are a self-starter and seeking an opportunity to take ownership of a lead role that will make significant impact to the business.

To be successful, you’ll have:

  • proven experience in process improvement, change management and notable strengths in project management
  • proven knowledge and hands on experience in agile continuous improvement and Lean Six Sigma methodologies
  • proven skills in strategic thinking and commercial acumen and a customer first focus
  • demonstratable skills managing and developing working relationships with internal and external stakeholders

Additionally, you are degree qualified, post graduate qualified or bring appropriate business experience

This is an exciting opportunity to make an impact in a high-profile business unit and be at the forefront of developing improvements in the customer journey.

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 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.

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.

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