Dispute Resolution Manager – Early Resolution

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

Benefits offered by this job

Flexible hybrid work

Birthday and sick/carer's leave

Life insurance

Professional development

Positive culture

Job summary

Energy & Water Ombudsman NSW in Sydney CBD seeks an experienced Dispute Resolution Manager to lead the Early Resolution teams. The role focuses on delivering fair, timely dispute outcomes and high-quality customer service in a flexible hybrid environment with three days from home.

You will manage team performance, triage workflows, and drive continuous improvement while directing allocation pathways for new complaints and escalation support.

Qualifications

• Demonstrated experience leading and developing high-performing teams.
• Strong experience in dispute resolution, investigation and negotiation.
• Proven experience managing service delivery and performance in a complex environment.
• Coaching and people leadership with accountability.
• Ability to handle complex, sensitive complaints with sound judgement.
• Strong data interpretation and insights for decisions.
• Excellent written and verbal communication; stakeholder management.
• Experience in Ombudsman/legal/social policy environments desirable.

Responsibilities

• Lead day-to-day operations of Early Resolution teams.
• Coach and develop team members to achieve high performance.
• Oversee triage and allocation of new complaints with escalation.
• Use data, reporting and insights for planning.
• Identify systemic issues to improve processes and outcomes.
• Direct new complaints to correct pathways and triage.

Skills

Dispute resolution

Team leadership

Stakeholder management

Data analysis

Coaching

Communication

Policy knowledge

Job description

Energy & Water Ombudsman NSW in Sydney CBD seeks an experienced Dispute Resolution Manager to lead the Early Resolution teams. The role focuses on delivering fair, timely dispute outcomes and high-quality customer service in a flexible hybrid environment with three days from home.

You will manage team performance, triage workflows, and drive continuous improvement while directing allocation pathways for new complaints and escalation support.