Are 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 are

The 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: .

Your new role and team

The 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 do

Lead and deliver EWOV’s quality assurance framework across dispute resolution

Oversee case review processes to ensure consistent, fair and high-quality outcomes

Lead knowledge management, ensuring accessible, current and well-governed guidance

Oversee complaints about EWOV and stakeholder feedback mechanisms

Use insights and data to identify trends, risks and improvement opportunities

Partner across the organisation to embed continuous improvement and best practice

Lead and develop a high-performing quality and knowledge team

For a full outline of responsibilities, please refer to the position description on the EWOV website:

What you'll bring

To 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 environment.

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 valuable

Legal 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 office

Generous leave entitlements include six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave and 18 weeks of gender-free paid parental leave

Centrallylocatedoffice in Melbourne CBD, close to public transport

Inclusive team culture that supports each other,collaboratesand innovates

We live and breathe wellbeing, offering a varied program that has something for everyone!

We are committed to ensuring that we trulyrepresentthe Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexualorientationand gender identities to apply.

We encourage flexible working at EWOV so even if a role is advertised as full-time,



we invite conversations around other working arrangements and encourage you to apply.

If you require any adjustments, accessibility support, or additional information to assist you through the application or recruitment process, please contact us at @ewov.com.au.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

- Which of the following statements best describes your right to work in Australia?
- What's your expected annual base salary?
- How many years' experience do you have as a Head of Quality?
- How much notice are you required to give your current employer?
- How many years' experience do you have as a Quality Assurance Team Leader?
- How many years' experience do you have as a Dispute Resolution Manager?

EWOV is a not-for-profit, independent and impartial dispute resolution service. We provide Victorian energy and water customers with free, accessible, informal and fast dispute resolution.

For customers with complaints, we use alternative dispute resolution processes to resolve disputes impartially, informally and quickly. We aim to make fair and reasonable decisions, taking into account the circumstances of the case, positive industry practice and the law. For customers with general enquiries, we provide advice, information and referral.

Source: This is an extract from the company's own website.

Who we are

EWOV is a not-for-profit, independent and impartial dispute resolution service. We provide Victorian energy and water customers with free, accessible, informal and fast dispute resolution.

For customers with complaints, we use alternative dispute resolution processes to resolve disputes impartially, informally and quickly. We aim to make fair and reasonable decisions, taking into account the circumstances of the case, good industry practice and the law. For customers with general enquiries, we provide advice, information and referral.

Source: This is an extract from the company's own website.

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📌 Head of Quality & Knowledge (Melbourne)
🏢 @
📍 Melbourne