Job Description

n

About the Role

n

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.

n

n

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.

n

n

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.

n

n

This role would suit someone who is calm, resilient, organised and comfortable working in a high-volume workplace.

n

n

Key Accountabilities

n

n
- Respond to customer enquiries and complaints and record information clearly and accurately in EWON’s case management system.
n
- Assess whether complaints fall within EWON’s jurisdiction and request supporting information where required.
n
- Interpret and communicate relevant legislation and regulations.
n




- Manage referrals for complaints outside EWON’s jurisdiction or where another avenue of resolution is more appropriate.
n
- Maintain accurate and timely case records and ensure information meets EWON’s quality assurance standards.
n
- Deliver a positive customer experience while remaining fair, independent and impartial.
n

n

n

How to Apply

n

For more information about the role, please see the position description.

n

n

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 strong candidate for the role.

n

n

The recruitment process will include:

n

n
1. review of your application
n
2. interview with relevant department panel
n
3. profiling questionnaire on your preferred behavioural style at work
n
4. review of your performance development plan.
n

n

Applications close 14 October 2026.

n

n

If you have any questions about this opportunity, please contact Jennifer Smith, Dispute Resolution Manager.

n

📌 Early Resolution Officer (Sydney)
🏢 EWON
📍 Sydney