Dispute Resolution Lead — Hybrid, Coaching & Growth

Energy & Water Ombudsman NSW; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid working

Birthday leave

12 days sick/carer's leave

Life insurance

Salary continuance

Professional development

Job summary

Energy & Water Ombudsman NSW in Sydney CBD is seeking a Dispute Resolution Lead to drive high-quality complaints management. You will lead the Investigations Team, coach staff, and ensure efficient and effective dispute resolution with strong customer service focus.

The role emphasizes empowerment, accountability, and shared decision-making to deliver consistent outcomes while providing training and support to the team. Flexible hybrid work is offered.

Qualifications

• Proven experience in a high-volume dispute resolution environment.
• Strong leadership with coaching capability.
• Ability to analyse technical complaint information and resolve it.

Responsibilities

• Oversee team operations and allocate resources efficiently.
• Act as escalation point for complex issues and ensure customer service excellence.
• Provide data for reporting and lead regular team meetings.
• Support recruitment, training and development of team members.
• Identify systemic issues to improve processes.
• Develop training and coaching strategies to uplift performance.

Skills

Dispute resolution

Team leadership

Coaching

Communication

Analytical thinking

Stakeholder management

Tools

Complaints management system

Job description

Energy & Water Ombudsman NSW in Sydney CBD is seeking a Dispute Resolution Lead to drive high-quality complaints management. You will lead the Investigations Team, coach staff, and ensure efficient and effective dispute resolution with strong customer service focus.

The role emphasizes empowerment, accountability, and shared decision-making to deliver consistent outcomes while providing training and support to the team. Flexible hybrid work is offered.