Investigations Officer

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

Benefits offered by this job

Flexible hybrid working arrangements

Job summary

Energy & Water Ombudsman NSW in Sydney seeks an experienced Investigations Officer to manage escalated energy and water complaints under EWON policies.

You will use alternative dispute resolution to understand perspectives, assess information and work toward fair outcomes through clear communication and negotiation.

Qualifications

• Experience handling complex consumer complaints and disputes.
• Ability to assess complex complaints, analyse technical information and apply policies to reach fair outcomes.
• Strong written and verbal communication skills for clear assessments.
• Excellent organisation and attention to detail to manage caseloads.
• Strong customer service and negotiation skills in sensitive situations.
• Relevant tertiary qualification (TAFE Certificate or above) is essential; bachelor’s degree desirable.

Responsibilities

• Manage and resolve a caseload of escalated, complex or longer-term energy and water complaints within required timeframes.
• Prepare clear written correspondence and detailed assessments explaining issues, findings and outcomes to consumers and providers.
• Maintain accurate case records and collaborate with Leads, Managers and colleagues throughout the process.
• Apply procedural fairness, independence, alternative dispute resolution principles and EWON standards.
• Handle difficult conversations with discretion, empathy and judgement, including for vulnerable customers.
• Identify complaint trends and elevate serious or systemic issues for continuous improvement.

Skills

Complex complaints handling

Analytical thinking

Written communication

Verbal communication

Organisation

Negotiation

Customer service

Education

TAFE Certificate or above

Bachelor’s degree in dispute resolution/related field

Job description

Energy & Water Ombudsman NSW – Sydney CBD NSW

• Full-time, 12-month fixed-term contract opportunity with the potential to become permanent
• Investigate and resolve complex energy and water complaints
• High-performing, respected organisation in Sydney CBD
• Flexible hybrid working environment (3 days working from home)

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

EWON is seeking an experienced complaints handling or dispute resolution professional to join us as an Investigations Officer. You will manage escalated, complex or longer-term complaints between consumers and their energy and water providers, in line with the regulatory framework and EWON's complaint handling policies and processes.

In this role, you will use alternative dispute resolution practices to understand each party's perspective, assess relevant information and work towards fair and reasonable outcomes through clear communication and negotiation.

This role would suit someone with experience in an ombudsman scheme, utilities, financial services, telecommunications or a similar complaint handling environment.

Key Accountabilities

• Manage and resolve a caseload of escalated, complex or longer-term energy and water complaints within required timeframes.
• Prepare clear written correspondence, including detailed technical assessments, to explain complaint issues, findings and outcomes to consumers, providers and other relevant parties.
• Maintain accurate case records and proactively manage complaints from assessment through to resolution, collaborating with Leads, Managers and colleagues as required.
• Apply procedural fairness, independence, alternative dispute resolution principles and EWON's Case Handling Manual and quality standards.
• Manage difficult or sensitive conversations with discretion, judgement and empathy, including when supporting customers experiencing vulnerability or distress.
• Identify complaint trends and elevate serious, sensitive or systemic issues, while contributing to continuous improvement.

Required Skills and Experience

• Demonstrated experience managing complex consumer complaints, resolving disputes or managing customer cases through to resolution.
• Proven ability to assess complex complaints, analyse technical information and apply relevant policies or regulatory requirements to reach fair, evidence-based outcomes.
• Highly developed written and verbal communication skills, including the ability to prepare detailed assessments and clear, logical summaries.
• Excellent organisation and attention to detail, with the ability to manage priorities, deadlines and case progression proactively.
• Strong customer service and negotiation skills, with the empathy, resilience and judgement to manage sensitive conversations and help parties work towards a resolution.
• A relevant tertiary qualification (TAFE Certificate or above) is essential. A bachelor's degree in dispute resolution, psychology, business or a relevant field is desirable; experience with case management systems, Microsoft Office and diverse or vulnerable communities will be highly regarded.

What we can offer you

• Flexible hybrid working arrangements.
• Additional leave benefits including birthday leave and 12 days annual sick/car'er leave.
• Life and salary continuance insurance.
• Ongoing professional development and career growth.
• Positive culture and high employee engagement.

Interested but need more information?

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