Dispute Resolution Lead (DRL) – Extra Help Team

• Fixed-term (6-month) full-time opportunity available with the potential to become permanent 

• Reputable organization in a convenient Sydney CBD location 

• Flexible hybrid working environment (3 days working from home) with flexible hours between 8:30 AM and 5:30 PM 

• Grow your skills with comprehensive training and development 

• Additional leave benefits 

 

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

At EWON, we provide consumers with independent, free, informal dispute resolution services in the energy and water sectors. We strive to achieve fair and reasonable complaint outcomes while providing exceptional customer service. Joining our team offers a unique career experience in a dynamic and rewarding environment. 

 

Our Opportunity 

We are seeking an experienced and motivated Dispute Resolution Lead (DRL) to join our Conciliation Team.  

This team is responsible for resolving complex dispute resolution services to customer groups who require extra help within our community. Candidates with industry experience would be highly regarded. 

We are looking for a sophisticated strengths-based leader who embeds principles of empowerment, responsibility, and shared decision making.  

The DRL will manage the day-to-day operations of the team, ensuring high performance in complaints management and customer service. This role is pivotal in providing quality training, coaching, and support to the team while delivering efficient and effective dispute resolution services. 

  

Key Accountabilities

• Oversee team operations, ensuring resources are efficiently allocated to manage workloads 

• Support the team in managing all complex and sensitive interactions, including but not limited to family violence, financial hardship and vulnerability in accordance with EWON complaint management guidelines 

• Act as the first point of escalation for issues and complaints, managing complex cases, facilitating resolutions and providing outstanding customer service  

• Provide relevant and timely case data for reporting and lead regular team meetings 

• Support recruitment, training, and the continuous development of team members 

• Build a strong relationship with Financial Counselling Australia. Maintain regular contact and report updates and trends to the broader business 

• Identify systemic issues and improvement opportunities to streamline and enhance complaint management processes 

• Develop and implement training and coaching strategies to enhance team performance and uplift the overall complaints experience. 

 

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

•  Proven experience in a high-volume dispute resolution environment, managing complex customer complaints 
• Strong leadership skills with a track record in coaching and developing team members 

• Extensive experience in dealing with customer groups who require extra help and knowledge of related services and legislation 

• Demonstrated ability to analyse technical complaint information and provide appropriate resolutions 

• Strong communication skills, both written and verbal, with the ability to convey technical information clearly 

• High resilience, with the ability to manage competing workloads and meet deadlines 

• Experience in using a complaints management system and broad knowledge of investigation processes 

• Formal or informal coaching experience and leadership training is highly desirable 

 

What We Offer 

• 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, Life, and Total & Permanent Disablement Insurance. 

• Ongoing professional development and career growth opportunities. 

• An exciting wellbeing program with extensive offerings. 

 

Interested but Need More Information?
 

To learn more about working at EWON and view the position description, visit our website: www.ewon.com.au.

 

For further discussion, please contact our People, Culture & Capability Team on 02 8218 5271. 

How to Apply

If you’re eager to take on a leadership role and drive positive change within our team, we’d love to hear from you. 

Apply via our careers page with your resume and a cover letter addressing why you want to join our team and the top three Key Behavioural Capabilities you believe are crucial for this role. 

Applications close Sunday, 22 September 2024. 

Please note only shortlisted candidates will be contacted. 

•  EWON is an EEO employer
• First Nations candidates are encouraged to apply. 
• Applications from agencies will not be considered at this time.
  
  
• Applicants must be legally permitted to work in Australia. 

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