Early Resolution Officer

Ewon; Sydney; On-site; AUD 55,000 - 83,000; Part time

Job summary

EWON is seeking an Early Resolution Officer for a part-time 12-month fixed-term contract in Sydney. The role involves handling new complaints by phone and email, determining EWON’s jurisdiction, and guiding consumers through the complaints process with clear communication and adaptable approaches.

The role suits someone calm, resilient, and organized, able to work in a high-volume environment while maintaining impartiality and delivering a positive customer experience.

Qualifications

• Strong communication skills to respond to inquiries and complaints.
• Ability to interpret and apply relevant legislation and regulations.

Responsibilities

• Respond to customer enquiries and complaints and record information clearly and accurately in EWON’s case management system.
• Assess whether complaints fall within EWON’s jurisdiction and request supporting information where required.
• Interpret and communicate relevant legislation and regulations.
• Manage referrals for complaints outside EWON’s jurisdiction or where another avenue of resolution is more appropriate.
• Maintain accurate and timely case records and ensure information meets EWON’s quality assurance standards.
• Deliver a positive customer experience while remaining fair, independent and impartial.

Skills

Communication

Problem-solving

Judgement

Job description

About the Role

We are seeking expressions of interest for an Early Resolution Officer to join our Dispute Resolution Team on a part-time 12-month fixed-term contract, with the potential to become permanent.

As an Early Resolution Officer, you will respond to new complaints received by phone and email, using your communication, problem-solving and judgement skills to understand the complaint and determine whether it falls within EWON’s jurisdiction.

You will also guide consumers through the complaints process, provide clear information and adapt your communication approach to meet the needs of a diverse range of customers.

This role would suit someone who is calm, resilient, organised and comfortable working in a high-volume environment.

Key Accountabilities

• Respond to customer enquiries and complaints and record information clearly and accurately in EWON’s case management system.
• Assess whether complaints fall within EWON’s jurisdiction and request supporting information where required.
• Interpret and communicate relevant legislation and regulations.
• Manage referrals for complaints outside EWON’s jurisdiction or where another avenue of resolution is more appropriate.
• Maintain accurate and timely case records and ensure information meets EWON’s quality assurance standards.
• Deliver a positive customer experience while remaining fair, independent and impartial.

Applications close Tuesday 10 November 2026 .