Dispute Resolution Lead — Hybrid, High Impact

Energy & Water Ombudsman NSW (EWON); Sydney; Hybride; AUD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Birthday leave

Sick leave

Life insurance

Career development

Engaged culture

Résumé du poste

Energy & Water Ombudsman NSW (EWON) is a high-performing, respected organisation in Sydney CBD. We provide independent, free dispute resolution services in the energy and water sectors, aiming for fair outcomes and affordable access for NSW residents.

The Dispute Resolution Manager role leads our Early Resolution teams, guiding performance, triage, and escalation to deliver timely, effective outcomes while coaching staff for capability and accountability.

Qualifications

• Experience leading and developing high-performing teams.
• Strong dispute resolution, investigation and negotiation skills.
• Proven ability to manage service delivery and performance in a complex environment.
• Coaching and people leadership capabilities.
• Ability to handle complex, sensitive complaints with sound judgement.
• Strong data interpretation and insights for decision-making.
• Excellent written and verbal communication with stakeholders.

Responsabilités

• Lead the day-to-day operations of the Early Resolution teams, ensuring resources and workloads are effectively managed.
• Lead, coach and develop team members to support high performance, accountability and engagement.
• Oversee the triage and allocation of new complaints, including early intervention for priority matters and appropriate escalation.
• Use case data, reporting and workforce insights to support operational planning and decision-making.
• Identify systemic issues and opportunities to improve complaint management processes and customer outcomes.

Connaissances

Team leadership

Dispute resolution

Operational performance

Coaching

Complex complaints handling

Data analysis

Stakeholder management

Description du poste

Energy & Water Ombudsman NSW (EWON) is a high-performing, respected organisation in Sydney CBD. We provide independent, free dispute resolution services in the energy and water sectors, aiming for fair outcomes and affordable access for NSW residents.

The Dispute Resolution Manager role leads our Early Resolution teams, guiding performance, triage, and escalation to deliver timely, effective outcomes while coaching staff for capability and accountability.