Head of Service Operations (Dispute Resolution)

Energy and Water Ombudsman (Victoria) (EWOV); Melbourne; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Flexible and hybrid working hours

Generous leave entitlements

Centrally located office

Inclusive team culture

Wellbeing programs

Job summary

A leading organization in Victoria is seeking a Head of Service Operations to oversee the Dispute Resolution team. The role involves managing customer service operations, ensuring fair complaint handling, and leading a dedicated team. Ideal candidates will have substantial experience in customer service leadership and a strong commitment to continuous improvement.

Qualifications

• Significant experience in leading high-volume customer service functions.
• Experience in ombudsman schemes or complaint handling.

Responsibilities

• Manage day-to-day operations of the Service Team.
• Ensure accessible and fair contact centre operations.
• Lead and motivate Service Team Managers.

Skills

Leadership

Customer Service

Analytical Skills

Problem Solving

Collaboration

Education

Relevant tertiary qualifications

Job description

Head of Service Operations (Dispute Resolution)

Join to apply for the Head of Service Operations (Dispute Resolution) role at Energy and Water Ombudsman (Victoria) (EWOV)

Head of Service Operations (Dispute Resolution)

Join to apply for the Head of Service Operations (Dispute Resolution) role at Energy and Water Ombudsman (Victoria) (EWOV)

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Head of Service Operations (Dispute Resolution)

Energy and Water Ombudsman (Victoria)

Full time

• Are you a leader experienced in driving excellence within customer service and contact centre operations?
• Are you ready to achieve meaningful impact to Victorian energy and water markets in an organisation aligned with your values?
• Do you thrive in a dynamic and continuous improvement environment?

If the answer is yes – then WE NEED YOU!

We are looking for a strategic and energetic leader for our Service team and contact centre operations.

Who we are

The Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We proudly provide Victorian energy and water consumers with free, accessible, and informal dispute resolution. Find out more about who we are and what we do here.

Your new role and team

The Dispute Resolution team receives and resolves complaints from consumers about energy and water providers. We are comprised of a Service team (handling enquiries, complaints and other customer interactions through multiple channels), an Investigations team and a Quality & Service Excellence team. We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient and effective.

As a Head of Service Operations, you will be responsible for day-to-day operational management and leadership of the Service Team. You will play a critical role in ensuring EWOV’s intake process and contact centre operations are accessible, independent and fair. This role acts as a point of escalation for complex interactions and provides people leadership to Service Team Managers and their teams.

This position offers full-time hours, with potential consideration for part-time arrangement for the right candidate.

Jump over to our website: https://www.ewov.com.au/about-us/careers to learn more and see the position description.

What you’ll bring

To help you succeed in this role you’ll need to bring:

• Significant experience in leading high-volume customer service and contact centre functions.
• Knowledge of contact centre technologies and resource planning methodologies and principles.
• Experience leading people and teams to meet performance goals, develop skills and drive engagement.
• Demonstrated ability to motivate and inspire others to achieve their best and provide strong leadership and team management.
• Strong process mindset and operational experience, with demonstrated experience operationalising change and leading continuous improvement initiatives.
• Strong analytical and problem-solving skills, with a keen attention to detail and quality.
• Strong team player, with a collaborative approach and ability to build relationships cross-functionally
• Ability to remain calm under pressure, determine workloads, set priorities and complete tasks within specified timeframe.
• Ability to skilfully navigate stakeholder relationships, with high levels of self and situational awareness.
• Experience in ombudsman schemes or a complaint handling service industry.
• Experience in the energy and water sectors.
• Relevant tertiary qualifications.

What makes working with us great

There are so many great things about working with EWOV, here’s some of our benefits:

• truly flexible and hybrid ways of working with life-friendly hours
• generous leave entitlements including six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave & 18 weeks of gender-free paid parental leave
• centrally located office in Melbourne CBD close to public transport
• inclusive team culture that supports each other, collaborates and innovates
• we live and breathe wellbeing with a varied program with something for everyone.
• Hear from our staff about what makes working at EWOV great here.

How to apply

If you are passionate about finding a role where you can really make a difference and be part of a dynamic industry, we encourage you to apply – even if you don’t meet every single criterion.

commence

Please send through your CV and a cover letter outlining how you meet the selection criteria and responding to the questions below, via Seek by Sunday 1st June. We will be reviewing applications and may interviews prior to the closing date, so please apply as soon as possible if you’d like to be considered.

We are committed to ensuring that we truly represent the Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities to apply. If you have any accessibility needs or require us to adapt our application and recruitment process to suit your needs, please let us know at [e-mail].

We also encourage flexible working at EWOV and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and encourage you to apply.

Your application will include the following information:

• Your right to work in Australia
• Your experience and success leading people leaders
• Your experience and success in leading high-volume customer contact or customer service delivery functions
• Your salary expectation

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Alternative Dispute Resolution, Consumer Services, and Operations Consulting

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