About the Role
We are seeking expressions of interest for an Early Resolution Officer to join our Dispute Resolution Team on a 12-month fixed-term contract, with the potential to become permanent.
As an Early Resolution Officer, you will respond to new complaints received by phone and email, using your communication, problem-solving and judgement skills to understand the complaint and determine whether it falls within EWON's jurisdiction.
You will also guide consumers through the complaints process, provide clear information and adapt your communication approach to meet the needs of a diverse range of customers.
This role would suit someone who is calm, resilient, organised and comfortable working in a high-volume environment.
Key Accountabilities
Respond to customer enquiries and complaints and record information clearly and accurately in EWON's case management system.
Assess whether complaints fall within EWON's jurisdiction and request supporting information where required.
Interpret and communicate relevant legislation and regulations.




Manage referrals for complaints outside EWON's jurisdiction or where another avenue of resolution is more appropriate.
Maintain accurate and timely case records and ensure information meets EWON's quality assurance standards.
Deliver a positive customer experience while remaining fair, independent and impartial.
How to Apply
For more information about the role, please see the
position description
.
You can submit your application via the internal career portal by attaching a
current resume and cover letter
outlining why you are interested in the role, and how your skills and experience make you a solid candidate for the role.
The recruitment process will include:
review of your application
interview with relevant department panel
profiling questionnaire on your preferred behavioural style at work
review of your performance development plan.
Applications close
14 October ****
.
If you have any questions about this opportunity, please contact Jennifer Smith, Dispute Resolution Manager.

📌 Early Resolution Officer (New South Wales)
🏢 EWON
📍 New South Wales