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 transparent 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 environment. /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
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