Who we are
Australian Gas Infrastructure Group (AGIG) owns, operates and invests in infrastructure which delivers gas to more than two million homes and businesses, and is one of the largest gas infrastructure businesses in Australia. AGIG manages over 40,000km of distribution networks, more than 4,300km of transmission pipelines and 60 petajoules of storage capacity. We employ over 450 people with an additional 1,600 contractors working on our assets.
AGIG is leading the way for the Australian renewable gas sector, and are committed to sustainable gas delivery today, and tomorrow. Our low carbon vision, targets 10% renewable gas in our distribution networks by no later than 2030, with full decarbonisation of our networks by 2040 as a stretch target and by no later than 2050.
About the Opportunity - 12 month fixed-term contract
As the Priority Services Lead, you will be pivotal in implementing and managing the operational delivery of AGIG's Priority Services Program in Victoria, whilst working towards increasing the success of our SA and QLD programs. Your role will involve collaborating closely with our Customer Care and Customer and Strategy teams to launch, develop, and operationalise this program whilst also engaging with key industry stakeholders. You will establish and maintain key partnerships, ensuring the delivery of essential services such as gas appliance safety checks and financial assistance for gas rectification works.
Key Responsibilities:
Lead the operational establishment of Priority Services initiatives, including safety checks and financial support.
Act as a mentor and escalation point for Priority Service Coordinators, providing guidance during interactions with vulnerable customers.
Support change management to focus on customer experience for customers experiencing vulnerabilities, influencing operational changes to incorporate customer needs, particularly those of vulnerable customers, into network operations.
Implement and maintain partnership agreements with Community Service Organisations (CSOs) for client referrals and ongoing engagement.
Collaborate with internal and external stakeholders, including Service Providers and Retailers, to further develop and manage the program.
Measure and monitor the program's performance, including customer satisfaction, and ensure compliance with regulatory requirements.
Manage financial reporting and reconciliation to ensure transparency of program costs.
Establish and oversee a trade panel network for service delivery, ensuring all partners maintain relevant licensing and approvals
Review and analyse overall Customer Satisfaction data, identifying opportunities the business may implement to improve customer experience.
About You
Demonstrated strong interpersonal and communication skills.
Proven experience in supporting business operations.
Strong ability to build and maintain relationships with internal and external stakeholders.
Experience in establishing commercial agreements with CSOs and trade providers.
Background in community services, social policy, or affordability/hardship programs.
Tertiary qualifications in a related field such as community service or social policy (desirable).
Experience in co-design (desirable)
Knowledge of the energy sector and an understanding of stakeholder and customer priorities (desirable)
What we offer
We are proud to be recognised as an inclusive employer by Diversity Council Australia, and our commitment to diversity and inclusion has earned us recognition in 2023-2024. Join us to be part of a team that values and celebrates differences, ensuring that everyone's voice is heard and respected.
Dive into a culture and shape a better future with us: Join a team that's dedicated over 600 volunteers' hours, raised $40,000 for charity, and a made a lasting impact from rural health to environmental care.
Bonus incentive program
A range of flexible working arrangements and leave options, including three additional leave days and the option to purchase two weeks of additional leave each year
Professional Development opportunities to support your career growth
Wellbeing and Inclusion program including Employee Assistance Program, annual flu vaccinations and access to free annual health checks
Social activities, community partnership programs and paid volunteer days
Range of rewards and recognition activities across the company
Salary Continuance Insurance
AGIG is committed to a workplace that promotes and recognises the diversity of its employees and the broader community that we serve by applying the principles of equity, fairness and transparency. A diverse and inclusive workplace is consistent with achieving AGIG's values of Respect, Trust, Perform and One Team.
We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island peoples, people from culturally diverse backgrounds and people with disabilities.
As part of the recruitment process, candidates will be required to undertake background checks which include reference checks, police check and a pre-employment medical.
Applications Close:
4.00pm, 30 August 2024, Friday
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