Customer Communications Specialist

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

12 Month Fixed Term Opportunity

We're looking for a Customer Communications Specialist to join our Customer Communications team within the Customer Value Optimisation (CVO) value stream. This role plays a critical part in improving customer retention, reducing churn, and maximising the lifetime value of our residential and SME customers.

You will be responsible for scoping, writing and managing high‑quality customer communications across energy products. These communications support onboarding, regulatory requirements, product and pricing changes, operational initiatives, and remediation activity-ensuring customers are informed, engaged, and confident in their experience with us.

What you'll be doing

• Create customer communications: Develop clear, compelling written communications for residential and SME customers across product, pricing, regulatory, operational and engagement initiatives.
• Ensure compliance and quality: Own end‑to‑end quality assurance, ensuring all communications are accurate, compliant, and aligned to regulatory obligations.
• Manage communications remediation: Lead the remediation of communication errors, acting quickly to resolve issues and implementing controls to prevent recurrence.
• Partner with stakeholders: Collaborate with cross‑functional teams to ensure consistent messaging and strong alignment across customer communications.
• Use data to optimise outcomes: Leverage dashboards and performance insights to continuously improve customer engagement and communication effectiveness.
• Support customer education: Develop proactive education materials in partnership with customer service and digital teams to address common customer questions and pain points.
• Maintain documentation: Keep clear, accurate records of regulatory communications to support audits and future reference.

About you

• Previous demonstrated experience in a communications role, ideally within a highly regulated industry.
• Proven experience delivering regulatory, product and pricing communications, including repricing or change initiatives.
• Exceptional written communication and editing skills, with strong attention to detail and a customer‑centric mindset.
• Highly organised, with the ability to manage multiple priorities, deadlines and stakeholders simultaneously.
• Analytical and collaborative, with experience measuring communication performance and working cross‑functionally.

Benefits

• 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.

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: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

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 Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

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