Frontline Dispute Resolution Officer (Hybrid)

EWOV; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible hybrid working hours

Six weeks annual leave + parental/bere

Centrally located Melbourne office

Job summary

EWOV is seeking a Service Officer to help Victorian consumers with energy and water complaints. You will be the first contact, handling enquiries across channels and guiding cases toward fair outcomes in a collaborative, values-driven environment.

The role supports a hybrid work model from Melbourne. Success requires call centre or complaints experience, strong communication, and the ability to manage high-volume inquiries while upholding EWOV’s standards of fairness and accessibility.

Qualifications

• Experience in a call centre or multi-channel environment.
• Ability to manage complex consumer behaviours with composure.
• Strong verbal and written communication with clear documentation.
• Excellent time management and administrative skills.
• Judgement and attention to detail in assessing complaints.
• Ability to work under pressure to meet KPIs.
• Proficiency with MS Office and Salesforce.

Responsibilities

• Be the first point of contact for Victorian energy and water complaints.
• Resolve straightforward matters and escalate complex cases as needed.
• Provide timely, fair and effective support to consumers.
• Document interactions and maintain accurate case records.
• Collaborate across channels to deliver quality customer service.

Skills

Call centre experience

Complaints handling

Verbal communication

Written communication

Time management

Documentation

KPIs

MS Office

Salesforce

Education

Relevant qualifications or equivalent work experience

Tools

MS Office

Salesforce

Job description

EWOV is seeking a Service Officer to help Victorian consumers with energy and water complaints. You will be the first contact, handling enquiries across channels and guiding cases toward fair outcomes in a collaborative, values-driven environment.

The role supports a hybrid work model from Melbourne. Success requires call centre or complaints experience, strong communication, and the ability to manage high-volume inquiries while upholding EWOV’s standards of fairness and accessibility.