Dispute Resolution Manager, Early Resolution

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

Benefits offered by this job

Hybrid work

Birthday leave

Sick leave

Life insurance

Career development

Engaged culture

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Dispute resolution

Operational performance

Coaching

Complex complaints handling

Data analysis

Stakeholder management

Job description

• 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.