External Dispute Resolution Investigator

EnergyAustralia Pty; Melbourne; Hybride; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Employee discounts

Parental leave

Flexible working

Recognition programs

Résumé du poste

EnergyAustralia Pty is seeking a Complaints Resolution Investigator based in Docklands. You will conduct detailed investigations into complaints referred to external ombudsman schemes, prepare formal submissions, and negotiate settlements with customers and officers.

The role sits in the External Dispute Resolution team, following a hybrid model with 2-3 days in the office each week. You will apply the Fair Outcomes Assessment Framework, manage caseloads across EWON/EWOV/EWOSA/EWOQ, and liaise

Qualifications

• Experience in complaints investigation or regulatory environments.
• Empathy for customers in hardship or vulnerability.
• Ability to assess case risk and resolution paths.
• Strong negotiation experience with external parties.
• Excellent written and verbal communication.
• Knowledge of Australian energy regulatory frameworks.

Responsabilités

• Investigate complaints referred to external dispute resolution.
• Prepare evidence-based findings and settlement recommendations.
• Manage caseloads through EWON, EWOV, EWOSA or EWOQ.
• Negotiate settlements with customers and ombudsman officers.
• Identify vulnerable customers and respond with appropriate care.
• Flag systemic issues via governance channels.

Connaissances

Complaints investigation

External dispute resolution

Analytical skills

Negotiation

Written communication

Verbal communication

Regulatory knowledge

Description du poste

EnergyAustralia Pty is seeking a Complaints Resolution Investigator based in Docklands. You will conduct detailed investigations into complaints referred to external ombudsman schemes, prepare formal submissions, and negotiate settlements with customers and officers.

The role sits in the External Dispute Resolution team, following a hybrid model with 2-3 days in the office each week. You will apply the Fair Outcomes Assessment Framework, manage caseloads across EWON/EWOV/EWOSA/EWOQ, and liaise