Conciliator, Energy and Water Ombudsman NSW, Sydney NSW. Customer Service - Call Centre (Call Centre & Customer Service). Full time. Conciliator – Complaints and Dispute Resolution. Fixed Term (12 month) Full-time opportunity with possibility of extension. Reputable organisation in convenient Sydney CBD location. Flexible hybrid working environment (3 days working from home) and flexible hours between 8:30AM and 5:30PM. Grow your skills with comprehensive training and development.
Additional leave benefits Looking for a career move where you can make a difference?
EWON is highly respected and provides consumers with independent, free, informal dispute resolution services. Working in an ombudsman scheme provides a unique career experience for people with a strong customer service orientation, who are looking to be part of a great team doing rewarding and valuable work.
Our opportunity We are seeking an experienced and motivated complaints/dispute resolution professional, with previous call centre experience, to join our busy Conciliation Team. The role of the Conciliator is to record, assess, conciliate and/or investigate to resolve short-term or mid-complexity complaints, in line with the regulatory framework and EWON's complaint handling policies and processes. This role requires a customer service professional with advanced interpersonal skills, the ability to work in a high-volume environment and a demonstrated commitment to the Dispute Resolution Team.
This is a great opportunity to work in our modern CBD office within the dispute resolution space, providing complex customer service with quality interactions. Full training is provided, with a supportive team culture and excellent work environment! This is a key role at EWON and a fantastic opportunity where the results of your hard work will be noticed.
Key accountabilities: Use various techniques to facilitate and support complaint resolution. Interpret and communicate legislation and regulations. Provide and request information relevant to the complaint. Triage and escalate complaints appropriately in line with triage criteria. Conduct investigations as required. Record complaints clearly, succinctly, and accurately using EWON’s case management system. Decide most appropriate approach and next actions to resolve individual cases, including referrals or review by others.
To be successful in this role, you need the below skills and experience: Minimum 2 years’ experience in a high-volume call centre environment dealing with complaints. Proven experience working with a case management system or database ie Microsoft Dynamics. Demonstrated strong written and verbal communication skills such as understanding and communicating technical information (i.e. legislation and regulations) to diverse customer groups. Proven ability to provide great customer experience across diverse customer groups. Ability to adjust your communication style to meet the needs of customers while remaining independent and impartial. Negotiating skills to facilitate the appropriate resolution for disputes. Strong attention to detail and quality. Ability to prioritise and multi-task. Intermediate MS Office skills with a high level of keyboard skills and accuracy.
Why join EWON? Access to a wide range of flexible working options including working from home and a flexible time-off program. Additional leave benefits including birthday leave and above minimum sick and carer’s leave. Salary Continuance and Life and Total & Permanent Disablement Insurance. Ongoing professional development and career growth. An exciting wellbeing program with extensive offerings.
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Our People and Culture Team is always available to discuss the role further on 0282185271