Early Resolution Officer

Energy & Water Ombudsman NSW; Sydney; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible hybrid working (3 days from/3

Birthday leave

Sick/carer's leave

Life and salary continuance insurance

Professional development

Job summary

Energy & Water Ombudsman NSW in Sydney CBD is seeking an experienced Early Resolution Officer to handle complaints by phone and email, assess jurisdiction, and guide customers through the process with clear, fair communication. The role demands resilience in a high-volume environment and a strong ability to work both independently and as part of a team.

You will operate within EWON's dispute resolution framework, using your problem-solving skills to determine jurisdiction and provide excellent

Qualifications

• Experience in a high-volume dispute resolution environment handling complaints.
• Proven ability to work with a case management system or database (e.g., Microsoft Dynamics).
• Excellent written and verbal communication skills.
• Proven ability to provide good customer experience across diverse groups.
• Negotiation skills to facilitate resolution of disputes.
• Strong attention to detail and quality.
• Ability to manage competing priorities in a high-volume workload.
• Sound judgement, maturity and resilience with fairness and impartiality.
• Ability to work independently and in a team.
• Intermediate MS Office skills with high accuracy.

Responsibilities

• Respond to customer enquiries and complaints and record accurately in the case management system.
• Assess jurisdiction and scope of complaints, request supporting docs when required.
• Interpret and communicate legislation and regulations.
• Manage referrals for disputes outside EWON's jurisdiction or to alternative avenues.
• Maintain accurate records in EWON's complaints management system and ensure data quality.

Skills

Dispute resolution

Case management

Microsoft Dynamics

Written communication

Customer experience

Negotiation

Attention to detail

Multitasking

Judgement & impartiality

Teamwork

MS Office

Tools

Microsoft Dynamics

MS Office

Job description

Energy & Water Ombudsman NSW – Sydney CBD NSW

• Full-time, 12-month fixed-term contract opportunity with the potential to become permanent
• High-performing, respected organisation in convenient Sydney CBD location
• Flexible hybrid working environment (3 days working from home)
• Grow your skills with comprehensive training and development

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
An exciting opportunity for an experienced and motivated complaints/dispute resolution professional to join our Dispute Resolution Team.

As an Early Resolution Officer, you will use your highly developed communication and written skills to capture and respond to new complaints over the phone and by email. You will use your problem-solving skills and ask questions to assess whether the complaint is in EWON's jurisdiction. You will also educate and guide consumers through the complaint process while adapting your communication skills to meet the needs of a diverse range of customers.

This is the role for you if you are calm, resilient, organised and able to exercise sound judgement in a high-volume environment.

Key Accountabilities

• Respond to customer enquiries and complaints and record complaints clearly and accurately in the case management system.
• Assess jurisdiction and scope of complaints, requesting supporting documentation when required.
• Interpret and communicate legislation and regulations.
• Manage the referral process for complaints which are outside EWON's jurisdiction, or for which there are appropriate alternative avenues of recourse.
• Establish and maintain accurate, appropriate and timely records on EWON's complaints management system and database and ensure data meets all quality assurance standards.

Required Skills and Experience

• Previous experience in a high-volume dispute resolution environment dealing with complaints
• Proven experience working with a case management system or database i.e., Microsoft Dynamics
• Excellent written and verbal communication skills
• Proven ability to provide great customer experience across diverse customer groups
• Negotiating skills to facilitate the appropriate resolution for disputes
• Strong attention to detail and quality
• Ability to manage competing priorities and a high volumes of work
• Sound judgement, maturity and resilience with the ability to remain fair, independent and impartial
• Demonstrated ability to work independently as well as in a team environment
• Intermediate MS Office skills with a high level of keyboard skills and accuracy.

Experience in dispute resolution, case management and complaint handling will be well regarded. Energy or water sector experience are 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.

To find out more about working at EWON and to view the position description, visit our website: www.ewon.com.au.

Applications close Wednesday 14 October 2026.

EWON Equal Opportunity Statement
At EWON we are committed to an inclusive culture and continue to strive for diverse representation that reflects the communities in which we work, and in which our members operate.

We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures, and particularly encourage First Nations people to apply.

We provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

• Applications from agencies will not be considered at this time.
• Please note that only shortlisted applicants will be contacted.