• Permanent, full-time opportunity 
• Reputable organisation in convenient Sydney CBD location 
• Flexible hybrid working environment (3-days working from home)
• Grow your skills with comprehensive training and development 
• Additional leave benefits 

Looking for a career move where you can make a difference? 

EWON is highly respected and provides consumers with independent, free, informal dispute resolution services. Working in an ombudsman scheme provides a unique career experience for people with a strong customer service orientation, who are looking to be part of a great team doing rewarding and valuable work.  

Our Opportunity

We are seeking an experienced and motivated complaints/dispute resolution professional to join our Extra Help team, who are responsible for resolving complex vulnerabilities and affordability complaints for customer groups who require extra help within our community.

The role of the Conciliator is to record, assess, conciliate and/or investigate to resolve short-term or mid-complexity complaints, in line with the regulatory framework and EWON's complaint handling policies and processes.This role requires a customer service professional with advanced interpersonal skills and the ability to thrive in a fast-paced, high-volume environment. Experience assisting diverse customer groups with additional support needs would be highly regarded.

This is a fantastic opportunity to join EWON's dispute resolution team, where you'll deliver complex customer service through meaningful interactions. You'll benefit from full training, a supportive team culture, and an excellent work environment, ensuring you're equipped for success in this key role. 

Key Accountabilities

• Use various techniques to facilitate and support complex and sensitive complaint resolution, such as negotiating personalised financial arrangements and other matters via phone, email and letters.
• Manage challenging situations where individuals are distressed or experiencing other communication challenges, or where the customer is dissatisfied.
• Collaborate with financial counsellors and other key support providers to ensure that customers receive tailored assistance.
• Interpret and communicate relevant legislation and regulations.
• Triage and escalate complaints appropriately and conduct investigations where required.

To be successful in this role, you need the below skills and experience: 

• Minimum 2 years' experience in a high-volume customer focused dispute or complaints handling environment.
• Demonstrated experience with diverse community groups and the ability to respond to specific needs effectively and sensitively when communicating with vulnerable and disadvantaged people.
• Proven experience in multiple vulnerability settings, including knowledge of related processes, services and legislation.
• Proven experience working with a case management system or database (e.g. Microsoft Dynamics).
• Excellent written and verbal communication skills with the ability to relay technical information (i.e. legislation and regulations) clearly and accurately with logical reasoning.
• Negotiating skills to facilitate the appropriate resolution for disputes.

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.
• Additional leave benefits including birthday leave and above minimum sick and carer's leave.  
• Salary Continuance and Life and Total & Permanent Disablement Insurance. 
• Ongoing professional development and career growth.
• An exciting wellbeing program with extensive offerings.   

Interested but need more information? 

To find out more about working at EWON visit our website by clicking here.

EWON Equal Opportunity Statement

At EWON we are committed to an inclusive culture and continue to strive for diverse representation that reflects the communities in which we work, and in which our members operate. The diversity of our people is one of our greatest strengths and an inclusive workplace enables us to deliver more sustainable solutions for our people, customers, members and communities. We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures. We provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request. 

Applications from agencies will not be considered at this time.

Please note that only shortlisted applicants will be contacted.

Click "Apply now" to submit your application. 

A position description is attached.