Job description
- Join our dynamic team and embark on a fulfilling career with multiple positions available. We are currently seeking dedicated individuals for the following roles:
- Permanent Full-Time Opportunity
- Fixed-Term (12 months) Full-Time opportunity with the possibility of extension
- Reputable organisation in convenient Sydney CBD location
- Dispute Resolution Service – Complaints Intake
- Flexible hybrid working environment (3 days working from home) and flexible hours between 8:30AM and 5:30PM
- Grow your skills with comprehensive training and development
- Additional leave benefits
Looking for a career move where you can make a difference?
EWON is the industry-based Ombudsman scheme which provides all NSW energy and some water customers with independent, free, informal dispute resolution services. We work towards achieving fair and reasonable complaint outcomes for all parties, provide leading customer service and influence energy and water public policy. We are not a consumer advocate, nor do we represent industry.
Our opportunity
An exciting opportunity exists for experienced and motivated dispute resolution professionals, with previous call centre experience, to join our busy Investigations team.
The role of the Investigations Officer is to record, investigate and resolve escalated, high complexity or longer-term complaints in line with the regulatory framework and EWON’s complaint handling policies and processes.
Full training is provided, with a supportive team culture and excellent work environment in our modern CBD office!
This is a key role at EWON and a fantastic opportunity where the results of your hard work will be noticed.
Key accountabilities
- Interpreting and communicating legislation and regulations
- Extensive use of databases and records management
- Dispute Resolution Service – Complaints Intake
- Conflict resolution
- Teamwork and collaboration
- Problem solving and assessment (suitability for referrals or investigation)
To be successful in this role, you need the below skills and experience:
- Experience working in a complex customer complaints or ADR based environment
- Proven experience working with a case management system or database
- Exceptional written and verbal communication skills
- Ability to respond to complaints in a technical and complex environment
- Advanced interpersonal skills to facilitate the appropriate resolution for disputes
- Demonstrated ability to independently assess and generate solutions to a challenging or complex situation
- Ability to prioritise and multi-task
- Intermediate MS Office skills with a high level of keyboard skills and accuracy
What we can offer you
- Access to a wide range of flexible working options including working from home and a flexible time-off program so you can maintain a healthy work life balance
- Birthday day leave so you can celebrate your special day!
- Attractive salary packaging provisions to get more out of your take home pay
- Salary Continuance and Life and Total & Permanent Disablement Insurance
- Ongoing professional development and career growth
- An exciting wellbeing program with extensive offerings (flu vaccinations, massages, healthy breakfast and much more!)
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.
Our People & Culture Team is always available to discuss the role further on 02 8218 5271.
To apply
If you are ready to take the next step in your career and become part of our dynamic team, then we’d love to hear from you.
Apply via the recruitment portal on our careers page with your resume and cover letter addressing why you would like to be part of our team and the top three Key Behavioural Capabilities (as per the linked position description) you think are important for this role and how you have displayed these capabilities in the past.
In your application, kindly specify whether you are applying for the permanent full-time position or the fixed-term (12 month) full-time opportunity.
Please note only shortlisted candidates will be contacted.
- EWON is an EEO employer
- Aboriginal and Torres Strait Islanders are encouraged to apply
- Applications from agencies will not be considered at this time
- Applicants must be legally permitted to work in Australia