Settlements & Custody Team Lead

Apex Group Ltd (Uk Branch); Sydney; On-site; AUD 50,000 - 65,000; Part time

Job summary

EWON invites expressions of interest for an Early Resolution Officer in the Dispute Resolution Team. The role is part-time on a 12-month fixed-term contract with potential to become permanent, based in Sydney, Australia.

You will respond to customer complaints by phone and email, guide consumers through the process, assess jurisdiction, interpret relevant regulations, and maintain clear case records in EWON’s system while delivering a fair and impartial service.

Responsibilities

• Respond to customer enquiries and complaints and record information clearly in EWON’s case management system.
• Assess whether complaints fall within EWON’s jurisdiction and request supporting information.
• Interpret and communicate relevant legislation and regulations.
• Manage referrals for complaints outside EWON’s jurisdiction.
• Maintain accurate case records and ensure information meets quality standards.
• Deliver a positive customer experience while remaining fair and impartial.

Job description

We are seeking expressions of interest for an Early Resolution Officer role within EWON’s Dispute Resolution Team on a part-time 12-month fixed-term contract, with potential to become permanent.

You will respond to new complaints by phone and email, guiding consumers through the complaints process and ensuring information is provided clearly and accurately.

This role suits someone who is calm, resilient, organised and able to work in a high-volume environment.

Key Accountabilities:

• Respond to customer enquiries and complaints and record information clearly in EWON’s case management system.
• Assess whether complaints fall within EWON’s jurisdiction and request supporting information.
• Interpret and communicate relevant legislation and regulations.
• Manage referrals for complaints outside EWON’s jurisdiction.
• Maintain accurate case records and ensure information meets quality standards.
• Deliver a positive customer experience while remaining fair and impartial.

You can submit your application via the internal career portal by attaching a current resume and cover letter outlining your interest in the role.

Closing date: 17 November 2026.