Service Officer - Dispute Resolution

About the role

The Energy and Water Ombudsman (Victoria) is a not-for-profit, independent dispute resolution service for Victorian energy and water consumers. The Service Officer works in the Dispute Resolution team, which handles complaints about electricity, gas and water providers. The role is full-time, though a part-time arrangement may be considered, and is hybrid based in Melbourne.

Key responsibilities

• Manage incoming consumer contacts across phone, email, webchat and webform, identifying and assessing complaints and applying EWOV's jurisdiction, policies and procedures
• Record complaints accurately in the case management system (Salesforce) and draft initial case correspondence
• Escalate unresolved or complex complaints to the Investigations Team
• Maintain data integrity and confidentiality in consumer records
• Advise consumers and represent EWOV professionally with energy and water providers, reporting potential systemic issues
• Take part in team collaboration, learning and development and assist with additional tasks

Required profile

• Call centre or multi-channel experience, ideally in complaint handling
• Ability to handle complex consumer behaviour calmly and professionally
• Strong verbal and written communication, time management and attention to detail
• Ability to work under pressure and meet KPIs
• Relevant qualifications or equivalent work experience
• Desirable: working knowledge of the Victorian energy and water sectors

Required skills

• MS Office suite
• Salesforce for case management

What we offer

• Flexible and hybrid working with life-friendly hours
• Annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave and 18 weeks of gender-free paid parental leave
• Office in Melbourne CBD close to public transport
• Wellbeing program and inclusive team culture

Applications are made through the job ad on SEEK with a CV and cover letter by 25 September; early applications are encouraged.