Service Officer

EWOV; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible hybrid working hours

Six weeks annual leave + parental/bere

Centrally located Melbourne office

Job summary

EWOV is seeking a Service Officer to help Victorian consumers with energy and water complaints. You will be the first contact, handling enquiries across channels and guiding cases toward fair outcomes in a collaborative, values-driven environment.

The role supports a hybrid work model from Melbourne. Success requires call centre or complaints experience, strong communication, and the ability to manage high-volume inquiries while upholding EWOV’s standards of fairness and accessibility.

Qualifications

• Experience in a call centre or multi-channel environment.
• Ability to manage complex consumer behaviours with composure.
• Strong verbal and written communication with clear documentation.
• Excellent time management and administrative skills.
• Judgement and attention to detail in assessing complaints.
• Ability to work under pressure to meet KPIs.
• Proficiency with MS Office and Salesforce.

Responsibilities

• Be the first point of contact for Victorian energy and water complaints.
• Resolve straightforward matters and escalate complex cases as needed.
• Provide timely, fair and effective support to consumers.
• Document interactions and maintain accurate case records.
• Collaborate across channels to deliver quality customer service.

Skills

Call centre experience

Complaints handling

Verbal communication

Written communication

Time management

Documentation

KPIs

MS Office

Salesforce

Education

Relevant qualifications or equivalent work experience

Tools

MS Office

Salesforce

Job description

• Are you a customer service superstar with call centre or complaint-handling experience, eager to make a real difference for the community?
• Do you thrive on variety, bring calm under pressure and know how to turn a challenging call into a positive outcome?
• Do you want to join a dynamic, supportive team where your frontline skills and passion for fairness can truly shine?

If the answer is yes – then WE WANT YOU!

We are looking for someone with contact centre experience ideally in the energy and water sectors to join our extraordinary and close-knit team.

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.

Your new role and team

The Service Officer is part of the Dispute Resolution team, which receives and resolves complaints from consumers about electricity, gas and water providers. We are comprised of the Service team (handling enquiries, complaints and other customer interactions across multiple channels) and the Investigations team (resolving matters through conciliation and investigations). We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient and effective.

What you will do

As a Service Officer, you are the first point of contact for Victorian consumers seeking assistance with energy and water complaints. You play a critical role in ensuring that every consumer receives timely, fair and effective support.

Your expertise in customer service, complaints handling and industry knowledge enables you to resolve straightforward matters and elevate complex cases appropriately. You embody EWOV’s cultural values – courage, ambition, creativity and inclusivity – in every interaction.

This position is full‑time, though a part‑time arrangement may be considered for the right candidate.

What you will bring

To help you succeed in this role you will need to bring:

• Experience in a call centre or multi-channel environment, ideally in a complaint handling setting.
• Proven ability to manage complex consumer behaviours with composure, resilience and professionalism, remaining solution‑focused in challenging interactions.
• Strong verbal and written communication skills, including active listening and clear documentation.
• Excellent time management and administrative skills for processing high volumes of enquiries efficiently.
• Sound judgement and attention to detail in assessing complaints and maintaining accurate records.
• Ability to work under pressure and prioritise tasks to meet individual and team KPIs.
• Proficiency in MS Office suite and Salesforce for case management and communication.
• Commitment to EWOV’s cultural values and organisational objectives.
• Relevant qualifications or equivalent work experience.

Working knowledge of the Victorian energy and water sectors.

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 and 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!