High-Impact Dispute Resolution Officer | Hybrid

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 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