- Full-time, 12-month fixed-term contract opportunity with the potential to become permanent
- Investigate and resolve complex energy and water complaints
- High-performing, respected organisation in Sydney CBD
- Flexible hybrid working environment (3 days working from home)

Looking for a career move where you can make a 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, and our vision is for all NSW people to have equal and affordable access to energy and water products and services. Joining our team offers a unique career experience in a dynamic and rewarding environment.

About the Role

EWON is seeking an experienced complaints handling or dispute resolution professional to join us as an Investigations Officer. You will manage escalated, complex or longer-term complaints between consumers and their energy and water providers, in line with the regulatory framework and EWON's complaint handling policies and processes.

In this role, you will use alternative dispute resolution practices to understand each party's perspective, assess relevant information and work towards fair and reasonable outcomes through clear communication and negotiation.

This role would suit someone with experience in an ombudsman scheme, utilities, financial services, telecommunications or a similar complaint handling environment.

Key Accountabilities

- Manage and resolve a caseload of escalated,



complex or longer-term energy and water complaints within required timeframes.
- Prepare clear written correspondence, including detailed technical assessments, to explain complaint issues, findings and outcomes to consumers, providers and other relevant parties.
- Maintain accurate case records and proactively manage complaints from assessment through to resolution, collaborating with Leads, Managers and colleagues as required.
- Apply procedural fairness, independence, alternative dispute resolution principles and EWON's Case Handling Manual and quality standards.
- Manage difficult or sensitive conversations with discretion, judgement and empathy, including when supporting customers experiencing vulnerability or distress.
- Identify complaint trends and escalate reliable, sensitive or systemic issues, while contributing to continuous improvement.

Required Skills and Experience

- Demonstrated experience managing complex consumer complaints, resolving disputes or managing customer cases through to resolution.
- Proven ability to assess complex complaints, analyse technical information and apply relevant policies or regulatory requirements to reach fair, evidence-based outcomes.
- Highly developed written and verbal communication skills,



including the ability to prepare detailed assessments and clear, logical summaries.
- Excellent organisation and attention to detail, with the ability to manage priorities, deadlines and case progression proactively.
- Strong customer service and negotiation skills, with the empathy, resilience and judgement to manage sensitive conversations and help parties work towards a resolution.
- A relevant tertiary qualification (TAFE Certificate or above) is essential. A bachelor's degree in dispute resolution, psychology, business or a relevant field is desirable; experience with case management systems, Microsoft Office and diverse or vulnerable communities will be highly regarded.

What we can offer you

- Flexible hybrid working arrangements.
- Additional leave benefits including birthday leave and 12 days annual sick/carer's leave.
- Life and salary continuance insurance.
- Ongoing professional development and career growth.
- An exciting wellbeing program.
- Positive culture and high employee engagement.

Applications To apply, please visit the recruitment portal on our Careers page. Your application should include:

- a current resume
- a cover letter outlining why you are interested in the role, and how your skills and experience meet the required skills and experience set out above.

Interested but need more information?

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

Applications close 4 November 2026.

📌 Investigations Officer (Sydney)
🏢 Energy u0026 Water Ombudsman NSW (EWON)
📍 Sydney