Dispute Resolution Intake Specialist (Part-Time)

EWON; Sydney; On-site; AUD 55,000 - 83,000; Part time

Job summary

EWON is seeking an Early Resolution Officer for a part-time 12-month fixed-term contract in Sydney. The role involves handling new complaints by phone and email, determining EWON’s jurisdiction, and guiding consumers through the complaints process with clear communication and adaptable approaches.

The role suits someone calm, resilient, and organized, able to work in a high-volume environment while maintaining impartiality and delivering a positive customer experience.

Qualifications

• Strong communication skills to respond to inquiries and complaints.
• Ability to interpret and apply relevant legislation and regulations.

Responsibilities

• Respond to customer enquiries and complaints and record information clearly and accurately in EWON’s case management system.
• Assess whether complaints fall within EWON’s jurisdiction and request supporting information where required.
• Interpret and communicate relevant legislation and regulations.
• Manage referrals for complaints outside EWON’s jurisdiction or where another avenue of resolution is more appropriate.
• Maintain accurate and timely case records and ensure information meets EWON’s quality assurance standards.
• Deliver a positive customer experience while remaining fair, independent and impartial.

Skills

Communication

Problem-solving

Judgement

Job description

EWON is seeking an Early Resolution Officer for a part-time 12-month fixed-term contract in Sydney. The role involves handling new complaints by phone and email, determining EWON’s jurisdiction, and guiding consumers through the complaints process with clear communication and adaptable approaches.

The role suits someone calm, resilient, and organized, able to work in a high-volume environment while maintaining impartiality and delivering a positive customer experience.