• Fixed-term (12 month) full-time opportunity with the potential to become permanent 
• 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 benefit

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

An exciting opportunity for an experienced and motivated dispute resolution professional to join our fast-paced Dispute Resolution Team.

The role of the Dispute Resolution Officer is to work across the Dispute Resolution department performing a range of duties including receiving and assessing complaints, recording, investigating and resolving short-term and high complexity complaints.  This role requires a high level of customer service, advanced interpersonal and communication skills to utilise alternative dispute resolution practices with customers and providers. 

Key accountabilities

• Respond to customer complaints and enquiries, identify key issues and accurately record information
• Assess jurisdiction and scope of review, request supporting documentation where required and provide relevant information 
• Identify appropriate actions to resolve individual cases using various techniques to facilitate and support the complaint resolution, including referrals or reviews by others and conduct investigations
• Prepare detailed written correspondence including written assessments to consumers, providers and other relevant bodies of the investigation 
• Proactively manage case progression and conduct assessments based on fair and reasonable resolutions 

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

• Demonstrated experience working in a complex customer complaints or ADR based environment 
• Proven expertise in investigating complaints and ability to successfully close complaints with complexity and apply technical skills in a complex environment 
• Highly developed written and verbal communication skills including the ability to write clear and detailed assessments and summarise issues and outcomes logically  
• Demonstrated ability to analyse general and technical complaint information, think conceptually and creatively to problem solve effectively  
• Proven ability to understand and identify issues quickly, independently assess and generate solutions to a challenging or complex situation 
• Intermediate level of computer literacy with excellent skills in Microsoft Office applications and databases 
• Tertiary qualification in a relevant discipline 

What we can offer you

• Access to a wide range of flexible working options including working from home and a flexible time-off program
• 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 and to view the position description, visit our website: ewon.com.au. 

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.

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