Dispute Resolution Lead - Hybrid, Coach & Impact Leader

Energy & Water Ombudsman NSW (EWON); Sydney; Ibrido; AUD 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Birthday leave

Sick and carer's leave

Professional development

Descrizione del lavoro

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).

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Dispute resolution

Leadership

Coaching

Customer service

Communication

Team management

Data reporting

Descrizione del lavoro

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).