Senior Systemic Issues Officer

Energy and Water Ombudsman (SA) Limited; Adelaide; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Salary sacrifice options

Group salary continuance insurance

Employee Assistance Program

Annual health checks and fluVaccines

Learning and development opportunities

Subsidised quit smoking programs

Ergonomic assessments by a qualified_?

Hybrid working arrangement: 2 WFH days

Desks in office three days a week

Job summary

EWOSA seeks an experienced Senior Systemic Issues Officer to coordinate the day-to-day systemic issues function. You will identify, assess and monitor issues arising from complaints, engage with members and progress appropriate remediation.

You will analyse patterns and risks, prepare concise, evidence-based assessments for the COO, and maintain the Systemic Issues Register while liaising with regulators and management. A strong regulatory mindset and excellent communication are essential.

Qualifications

• Experience in systemic issues, complaints, dispute resolution, regulation, utilities or ombudsman environments.
• Strong analytical and evidence-based approach.
• Excellent written communication and report writing.
• Ability to interpret legislation and regulatory guidance.
• Strong stakeholder relationship management.

Responsibilities

• Identify, assess, document and monitor systemic issues.
• Analyse complaints to identify patterns, risks and impacts.
• Engage with member organisations to progress remediation.
• Prepare evidence-based assessments for the COO.
• Maintain EWOSA's Systemic Issues Register.
• Report on systemic issues to management and regulators.

Skills

Analytical skills

Evidence assessment

Written communication

Attention to detail

Regulatory interpretation

Stakeholder management

Independent issue escalation

Multi-tasking

Dispute resolution knowledge

Education

Tertiary qualifications in law/business/public policy

Job description

The Energy & Water Ombudsman SA (EWOSA) is seeking an experienced and thoughtful professional to join us as our Senior Systemic Issues Officer.

EWOSA provides a free, independent, accessible, fair and informal dispute resolution service to South Australian energy and water consumers.

This is a hands‑on specialist role responsible for the day‑to‑day coordination of EWOSA's systemic issues function. You will identify and assess issues arising from complaints, case information and other sources, determine whether concerns may extend beyond an individual complaint, engage with member organisations and help progress appropriate outcomes.

A particularly important part of this role is how systemic issues are progressed with our members. You will need to be comfortable raising potentially difficult issues clearly and independently while maintaining constructive, professional and cooperative relationships.

About the role

Reporting to the Chief Operating Officer, you will:

identify, assess, document and monitor potential and confirmed systemic issues

analyse complaint and case information to identify patterns, emerging risks, possible root causes and consumer impacts

distinguish systemic issues from individual complaint matters and determine what further information is genuinely required

engage directly with member organisations to understand issues, seek relevant information and progress appropriate remediation

prepare clear, evidence‑based assessments and recommendations for the Chief Operating Officer

prepare high‑quality correspondence and reports for members, management, the Board and regulators

maintain EWOSA's Systemic Issues Register and monitor agreed actions through to closure

consider member remediation, self‑reporting and existing regulatory activity when assessing what further action by EWOSA is warranted

work closely with EWOSA's dispute resolution, relationships and other teams to identify and assess emerging systemic issues

contribute to systemic issues reporting and insights for management and the Board.

About you

You will bring experience in systemic issues, complaints, dispute resolution, regulation, utilities, financial services, an ombudsman environment or another relevant field.

You will also have:

strong analytical skills and the ability to assess evidence objectively

sound judgement about what constitutes a systemic issue and the appropriate scope of an enquiry

excellent written communication skills, including the ability to prepare concise and accurate assessments, recommendations and external correspondence

strong attention to detail and a high standard of quality control

the ability to interpret and apply legislation, rules, codes, policies or regulatory guidance

strong stakeholder and relationship management skills

the confidence to raise and pursue sensitive matters while maintaining constructive relationships

a proportionate and practical approach to information requests, remediation and escalation

the ability to manage multiple matters, follow through on actions and keep senior management appropriately informed.

Experience in an external dispute resolution scheme, ombudsman scheme, regulator, energy or water sector, or financial services complaints environment would be highly regarded.

Relevant tertiary qualifications in areas such as law, business, public policy, dispute resolution, governance or regulation would also be well regarded.

What will make you successful

This role will suit someone who can look beyond an individual complaint and ask whether there may be a broader issue affecting other consumers.

You will be analytical and evidence‑based, but also practical. You will know when further information is needed and when enough information is available to reach a reasonable conclusion.

Just as importantly, you will understand that effective systemic issues work depends on good relationships. You will be able to raise concerns independently and appropriately while working constructively with EWOSA's members to understand issues and achieve appropriate consumer outcomes.

Why join EWOSA?

This is an opportunity to take on a specialist role with a direct connection to consumer outcomes and the operation of South Australia's energy and water sectors.

You will work closely with EWOSA's Chief Operating Officer and other senior leaders and have the opportunity to engage with energy and water providers, regulators and other stakeholders on issues that can affect more than one consumer.

EWOSA offers a professional, collaborative and purpose‑driven working environment where sound judgement, independence and constructive relationships are valued.

Our employee benefits include:

• salary sacrifice options
• group salary continuance insurance
• a confidential Employee Assistance Program
• annual health checks and flu vaccinations
• access to learning and development opportunities
• subsidised quit smoking programs
• regular ergonomic assessments by a qualified ergonomist
• contemporary technology and systems to support your work
• a hybrid working arrangement, with two designated work‑from‑home days each week and three days in the office.

EWOSA is committed to providing a respectful and inclusive workplace and welcomes applications from suitably qualified candidates from diverse backgrounds.