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

Dispute Resolution Manager, Early Resolution

Energy & Water Ombudsman NSW – Sydney CBD NSW

• High-performing, respected organisation in Sydney CBD
• Flexible hybrid working environment (3 days working from home)

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 Manager to lead our Early Resolution teams.

The Dispute Resolution Manager will provide leadership, operational oversight and direction to the team, ensuring high performance in complaint management and customer service.

This role is responsible for managing team performance, case flow, capability development and continuous improvement, while supporting the delivery of fair, timely and effective dispute resolution services.

The Dispute Resolution Manager, Early Resolution will also be accountable for ensuring new complaints are directed to the appropriate pathway and implementing effective triage processes, including early intervention for priority matters and escalation support.

Key Accountabilities

• 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.

Required Skills and Experience

• Demonstrated experience leading and developing high-performing teams.
• Strong experience in dispute resolution, investigation and negotiation.
• Proven experience managing service delivery, operational performance and competing priorities in a complex environment.
• Strong coaching and people leadership skills, with the ability to build capability and accountability.
• Demonstrated ability to manage complex, sensitive and escalated complaints using sound judgement.
• Strong analytical skills, with the ability to interpret data and use insights to support operational decision-making.
• Excellent written and verbal communication skills, with strong stakeholder management and influencing capability.
• Previous experience working within an Ombudsman, legal or social policy environment, leading customer service or high-volume operational teams 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.