Investigator (Dispute Resolution)

Energy & Water Ombudsman Victoria; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible/hybrid work

Six weeks annual leave

Birthday leave

Anniversary leave

End-of-year closure leave

Parental leave

Job summary

Energy & Water Ombudsman Victoria (EWOV) in Melbourne is seeking an Investigator on a 12‑month fixed‑term contract to handle electricity, gas and water disputes with fairness and independence.

You will manage a varied caseload, investigate information, assess evidence and deliver timely, independent outcomes while communicating clearly with all parties. Join a purpose‑driven team committed to accessible dispute resolution.

Qualifications

• Demonstrated experience in alternative dispute resolution, investigations or other case handling work.
• Highly developed analytical and critical thinking skills.
• Excellent written, verbal and listening skills.
• Understanding of independence and impartiality.
• Ability to assess competing priorities and meet targets.
• Willingness to collaborate with likeminded professionals.

Responsibilities

• Manage and resolve complaints relating to electricity, gas and water services through a fair, independent approach.
• Investigate complaints, assess information and determine appropriate outcomes.
• Build effective relationships with consumers, service providers and stakeholders.
• Communicate outcomes and decisions clearly and professionally.
• Deliver high standard of customer service with empathy.
• Manage a varied caseload while maintaining quality and efficiency.

Skills

Dispute resolution

Investigations

Analytical thinking

Communication skills

Independence

Energy knowledge

Job description

Energy & Water Ombudsman Victoria – Melbourne VIC

Full time – 12-Month Fixed Term Contract

Are you passionate about dispute resolution, investigating issues, and making balanced decisions?

Do you enjoy delivering fair, evidence-based outcomes for consumers?

Are you ready to manage a varied caseload, build your expertise, and thrive in a supportive, purpose-driven team?

If the answer is yes – then WE NEED YOU!

We’re looking for people with demonstrated experience in alternative dispute resolution, investigations, ombudsman or case management to join our extraordinary team as an Investigator on a 12-month fixed term contract.

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: https://youtu.be/XGTuRaHsqmw.

Your new role and team

The Dispute Resolution team is responsible for resolving complaints from consumers regarding electricity, gas and water providers using a fair and reasonable approach.

As an EWOV Investigator, you will use your dispute resolution expertise to investigate and resolve complaints received between energy and water providers, distributors and their customers, with a focus on fair and reasonable outcomes.

You will manage a caseload by investigating matters fairly, applying dispute resolution principles, assessing competing evidence and delivering fair and independent outcomes.

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

Read more about the role in the position description document: https://www.ewov.com.au/about-us/careers.

What you’ll do

Reporting to the Investigations Team Manager, you will:

Manage and resolve complaints relating to electricity, gas and water services through a fair, independent and impartial approach.

Investigate complaints, assess information and determine appropriate outcomes in line with EWOV’s frameworks and principles.

Build effective relationships with consumers, service providers and stakeholders to facilitate complaint resolution.

Communicate outcomes and decisions clearly and professionally through written and verbal communication.

Deliver a high standard of customer service, demonstrating empathy and responding appropriately to diverse consumer needs.

Manage a varied caseload, balancing competing priorities while maintaining quality, efficiency and accountability.

What you’ll bring

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

Demonstrated experience in alternative dispute resolution, investigations or other case handling work

Highly developed analytical and critical thinking skills, being able to quickly see the key issues and make sound evidence-based decisions

Excellent written, verbal and listening skills, coupled with the ability to highlight important factors and effectively articulate and summarise the information you have received to a range of stakeholders

Understanding of the concept of independence and the ability to work in a way that upholds the highest levels of impartiality

Ability to assess competing priorities, be agile and meet your targets

Thirst for knowledge and growth, love of collaborating with likeminded professionals

Ability to apply technical and industry knowledge of energy and water to quickly troubleshoot and solve problems or be self-driven to quickly learn.

What makes working with us great?

• 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, offering a varied program that has something for everyone.

We are committed to building a workforce that reflects the Victorian community we serve and welcome applications from people of all ages, cultures, abilities, sexual orientations and gender identities.

We encourage flexible working at EWOV and welcome conversations about alternative working arrangements, even where a role is advertised as full-time.

If you have any accessibility needs or would like additional support throughout the application or recruitment process, please let us know at *******@ewov.com.au.

EWOV is a certified Family Inclusive Workplace committed to improving your work-life wellbeing with leading policies and practices on flexible work, parental leave, family care and family wellbeing.