Energy & Water Ombudsman Victoria – Melbourne VICAre you an experienced leader in quality assurance, complaint handling or complex case review?
Do you thrive on improving quality, consistency and consumer outcomes?
Ready to use your expertise to strengthen the quality and consistency of complaint handling?
If the answer is yes, we'd love to hear from you!
We're looking for an experienced leader to lead EWOV's Quality & Knowledge function, overseeing quality assurance, internal review and escalated complaint management, and turning quality insights into practical knowledge that supports fair, consistent and high-quality complaint handling.Who we areThe Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit,independentand impartial dispute resolution service.
We proudly provide Victorian energy and water consumers with free, accessible, and informal dispute resolution.Find out more about who we are and what we do here: XGTuRaHsqmw.Your new role and teamThe Operational Excellence Team plays a key role in strengthening EWOV's dispute resolution function by setting clear standards, governance and guidance to support fair, consistent and high-quality outcomes.
Bringing together quality assurance, knowledge management, legal and privacy, the team leads strategic transformation and drives EWOV wide improvement to keep practice contemporary and responsive to the communities we serve.As the Head of Quality & Knowledge, you will lead EWOV's quality assurance and knowledge portfolios within the Operational Excellence Team.
This includes leading the development and delivery of EWOV's quality assurance framework across our dispute resolution functions,



along with overall responsibility for EWOV's knowledge management and oversight of the complaints about EWOV process.What you'll doLead and deliver EWOV's quality assurance framework across dispute resolutionOversee case review processes to ensure consistent, fair and high-quality outcomesLead knowledge management, ensuring accessible, current and well-governed guidanceOversee complaints about EWOV and stakeholder feedback mechanismsUse insights and data to identify trends, risks and improvement opportunitiesPartner across the organisation to embed continuous improvement and best practiceLead and develop a high-performing quality and knowledge teamFor a full outline of responsibilities, please refer to the position description on the EWOV website: about-us/careers.What you'll bringTo thrive in this role, you'll bring:Leadership experience in quality assurance, dispute resolution, complaint handling or complex case management, ideally in an ombudsman, regulator, EDR, IDR or similar complaints workplace.Experience designing, implementing or improving quality assurance frameworks and using quality insights to improve practice, decision making and consumer outcomes.Strong judgement in complex complaint handling matters, including escalated complaints,



internal reviews, reopening requests or other high-risk decisions.Experience developing knowledge assets, policies, procedures and guidance that support consistent practice and capability uplift.Strong analytical, leadership and stakeholder management skills, with the ability to influence practice and lead teams through change.Additional experience that would be valuableLegal qualifications or relevant legal expertise in dispute resolution, complaint handling, administrative decision making or regulation.Experience in energy, water, consumer protection or regulatory sectors.Experience with knowledge management systems, process improvement or service design.What makes working with us great?
There are so manygreat thingsabout working with EWOV,but here are just some of our benefits:A supportive approach to flexibility and wellbeing, complemented by the connection and collaboration that comes from being in the officeGenerous leave entitlements including six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave and 18 weeks of gender-free paid parental leaveCentrallylocatedoffice in Melbourne CBD, close to public transportInclusive team culture that supports each other,collaboratesand innovatesWe live and breathe wellbeing, offering a varied program that has something for everyone!
EWOV is a certified Family Inclusive Workplace committed to improving your work-life wellbeing with leading policies and practices on flexible work, parental leave, family care and family wellbeing.
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📌 Head Of Quality & Knowledge (Melbourne)
🏢 Energy & Water Ombudsman Victoria
📍 Melbourne