Women in Energy - Alexandra Lee

“When making decisions, consider the impact on customers, look for opportunities to improve their experience and create value for them.”

 – Alexandra Lee, Call Centre Manager, AGL.

I lead frontline teams in AGL’s Call Centre, responding to customer queries and striving to deliver great customer experiences.

Our teams play an important role in supporting and educating customers through their own energy transitions, helping them make informed decisions and feel confident about the future. 

In a highly competitive market, great service is important when customers are deciding who to do business with.

Our role continues to evolve alongside the communities we serve

When I moved from health insurance into energy, I was drawn to the opportunity to return to the contact centre environment and to AGL’s reputation as a leader in the energy industry. Fourteen years later, I’ve built my career at AGL in Customer Solutions and seen firsthand how much customer expectations have evolved. While quick, reliable service remains important, customers are increasingly looking for greater convenience, more personalised experiences and solutions that reflect their individual needs.

Over that time, one thing has remained constant: understanding what's most important to customers and adapting as those needs change. Whether it's improving digital experiences, supporting customers experiencing vulnerability, or helping people navigate new technology, my role continues to evolve alongside the customers and communities we serve.

The pace of change is what excites me most about working in the energy industry today

Energy is transforming rapidly, and it's rewarding to be part of an organisation that can directly influence how customers experience and understand those changes. I enjoy working with our contact centre teams to help our people and our customers navigate change successfully. Being part of that journey is both challenging and incredibly fulfilling.

Don’t be afraid to challenge the norm and try new approaches to get even better outcomes 

My career advice is to work hard, stay focussed and always put the customer at the heart of what you do. When making decisions, consider the impact on customers, look for opportunities to improve their experience and create value for them. Stay open to change and be willing to embrace new ways of thinking and working.

The energy sector will continue to evolve, but regardless of how much things change, maintaining a strong customer focus will always be one a key factor in making a positive difference.