Customer Care Agent

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 distribution networks, transmission pipelines and storage capacity. AGIG recently grew to over 1300 employees.  We also manage a large contractor workforce, who provide both specialist and operating and maintenance services on AGIG’s gas distribution networks.

Our business is actively participating in the energy transition by delivering the natural gas needed today and advancing solutions for the future.  Our Net Zero goal and emissions reduction targets outline our ongoing commitment to a sustainable energy future. We know that to deliver our net zero goal in a timely, affordable and reliable way for all customers, a diverse range of energy supply is needed. We will continue to work with customers and stakeholders to deliver and develop the energy infrastructure solutions essential to lowering emissions – including through natural gas, renewable gas and carbon capture and sequestration solutions.

About the Opportunity

We are looking for a Customer Care Agent to join our Customer and Market Services team on a 6-month fixed term basis. This role reports to the Customer Care Lead and plays an important part in delivering a positive, fair, and consistent experience for our customers.

In this role, you will manage a portfolio of customer enquiries, claims, and complaints. These may come directly from customers, external stakeholders, or be escalated from frontline teams. You will work closely with internal teams and service providers to investigate issues, understand root causes, and support timely and effective resolutions.

Key Responsibilities

• Manage a portfolio of customer enquiries and complaints from initial receipt through to resolution, ensuring outcomes are delivered within required timeframes
• Investigate cases by liaising with internal teams, field service providers, and external stakeholders to identify root causes and determine appropriate resolutions
• Communicate with customers clearly and respectfully, managing expectations and providing accurate information on policies, processes, and regulatory requirements
• Ensure all cases are correctly logged, assessed, and maintained in CRM systems, including accurate capture of customer, complaint, and resolution details
• Apply relevant policies and regulatory guidelines to assess, resolve, and where required, escalate complex cases with appropriate supporting information
• Identify opportunities to improve processes and share feedback to support continuous improvement and better customer outcomes

About You

• Experience in a customer service or customer care role, with exposure to handling enquiries, complaints, or complex customer interactions
• Strong communication skills and the ability to navigate sensitive or challenging conversations with empathy and professionalism
• Ability to investigate issues, analyse information, and make sound, balanced decisions
• Good organisational and time management skills, with the ability to manage multiple priorities
• High attention to detail and confidence working with systems and data (e.g. CRM tools, Microsoft Office)
• Experience in utilities, energy, or a regulated environment is helpful but not essential, and we value relevant transferable skills and lived experience

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 2025-2026. Join us to be part of a team that values and celebrates differences, ensuring that everyone’s voice is heard and respected.
• AGIG is proudly recognised by WORK180 as a committed and supportive employer of choice for women, reflecting our dedication to creating a diverse, inclusive, and equitable workplace.
• Dive into a culture that supports the community through the Community Partnerships Program: with 2 paid volunteer leave days across the year, join a team that has dedicated over 1,900 volunteer hours, and collectively raised more than $100,000 through donations, fundraising and our dollar matching program.
• A range of flexible working arrangements and leave options, including three additional leave days and to 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.
• Join in on social activities through our AGIG Social Club.
• Range of rewards and recognition activities across the company.

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 Trust, Accountable, Care and One Team.

Interested in this opportunity but are unsure of meeting all the requirements? If this role excites you, we strongly encourage you to apply - your unique skills and experience could be exactly what we need!

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, 4th May 2026