Dispute Resolution Lead

Energy & Water Ombudsman NSW (EWON); Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Birthday leave

Sick and carer's leave

Professional development

Job summary

EWON is a NSW-based independent, free dispute resolution service in the energy and water sectors, located in Sydney. The Dispute Resolution Lead will oversee the Investigations Team, driving high performance in complaints management and customer service while delivering targeted training and coaching to staff.

The role emphasizes a strengths-based leadership culture, empowerment, accountability and data-driven reporting, with flexible hybrid work arrangements (3 days at home).

Qualifications

• Proven experience in a high-volume dispute resolution environment.
• Strong leadership with a track record in coaching and developing team members.
• Ability to analyze technical complaint information and provide appropriate resolutions.
• Strong written and verbal communication to convey complex information clearly.
• Resilience to manage competing workloads and meet deadlines.

Responsibilities

• Oversee team operations and allocate resources to manage workloads.
• Serve as the first escalation point for issues and complex complaints.
• Provide data for reporting and lead regular team meetings.
• Support recruitment, training and ongoing development of team members.
• Identify systemic issues and drive process improvements in complaints.
• Develop and implement coaching strategies to uplift performance.

Skills

Dispute resolution

Leadership

Coaching

Customer service

Communication

Team management

Data reporting

Job description

• High-performing, respected organisation in Sydney CBD
• Flexible hybrid working environment (3 days working from home)
• Grow your skills with comprehensive training and development

Looking for a career move where you can make a difference?

At EWON, we provide consumers with independent, free, informal dispute resolution services in the energy and water sectors. We strive to achieve fair and reasonable complaint outcomes, and our vision is for all NSW people to have equal and affordable access to energy and water products and services. Joining our team offers a unique career experience in a dynamic and rewarding environment.

About the Role

We are seeking an experienced and motivated Dispute Resolution Lead to join our Investigations Team.

We're looking for a strengths-based leader who fosters a culture of empowerment, accountability, and shared decision-making, enabling individuals and teams to deliver their best work.

The Dispute Resolution Lead will manage the day-to-day operations of the team, ensuring high performance in complaints management and customer service. This role is pivotal in providing quality training, coaching, and support to the team while delivering efficient and effective dispute resolution services.

Key Accountabilities

• Oversee team operations, ensuring resources are efficiently allocated to manage workloads.
• Act as the first point of escalation for issues and complaints, managing complex cases, facilitating resolutions and providing outstanding customer service.
• Provide relevant and timely case data for reporting and lead regular team meetings.
• Support recruitment, training, and the continuous development of team members.
• Identify systemic issues and improvement opportunities to streamline and enhance complaint management processes.
• Develop and implement training and coaching strategies to enhance team performance and uplift the overall complaints experience.

Required Skills and Experience

• Proven experience in a high-volume dispute resolution environment, managing complex customer complaints.
• Strong leadership skills with a track record in coaching and developing team members.
• Demonstrated ability to analyse technical complaint information and provide appropriate resolutions.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly.
• High resilience, with the ability to manage competing workloads and meet deadlines.
• Experience in using a complaints management system and broad knowledge of investigation processes.
• Formal or informal coaching experience and leadership training is highly desirable.

What we can offer you

• Flexible hybrid working arrangements.
• Additional leave benefits including birthday leave and 12 days annual sick/carer's leave.
• Life and salary continuance insurance.
• Ongoing professional development and career growth.
• Positive culture and high employee engagement.

Interested but need more information?

To find out more about working at EWON and to view the position description, visit our website: www.ewon.com.au.

Applications close 5 October 2026.

EWON Equal Opportunity Statement

At EWON we are committed to an inclusive culture and continue to strive for diverse representation that reflects the communities in which we work, and in which our members operate.

We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures, and particularly encourage First Nations people to apply.

We provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

• Applications from agencies will not be considered at this time.
• Please note that only shortlisted applicants will be contacted.