Investigations Officer - Casual

• Excellent salary: $35 per hour
• Rostered days from 2 to 3 days per week, one of which must be Monday
• Close to Central railway station

We have a vacancy for a part time / casual Investigations Officer. The position involves receiving and investigating complaints from NSW energy and water customers, most of which is done by phone. Reporting to the Senior Investigations Officer - Intake, key accountabilities in the role include:

• receiving complaints, analysing information and developing an agreed course of action
• accurately recording case details and subsequent actions in our complaints management system database
• maintaining up to date, accurate and clear file notes
• updating the customer and the energy or water provider regarding case progress
• undertaking investigations in accordance with EWON policies and under the guidance of senior investigations staff
• negotiating with customers and providers to facilitate the resolution of cases

To be successful in this role you must have:

• sound understanding of dispute resolution principles and practice
• excellent analytical and problem-solving skills
• excellent verbal and written communication skills
• the ability to communicate effectively with customers from diverse backgrounds
• demonstrated ability to work effectively in a team environment
• excellent Microsoft Word/Outlook skills and proficiency in database entry.

Experience in a customer service, complaint-handling or regulatory environment would be very well regarded.

Position description: Investigations Officer (Casual) Position Description [PDF]

Enquiries: Peter Star, Manager Corporate (02) 8218 5250

How to apply: Applications must be made online and must address the skill requirements listed on page 2 of the position description.

Closing date: 5pm, Friday 12 March 2010

Investigations Officer - Full Time

• Full Time position - 35 hours per week
• Close to Central railway station
• Salary: $ 70,875 - $83,170  + super

We have a vacancy for a full-time Investigations Officer. The position involves receiving and investigating complaints from NSW energy and water customers. Reporting to a Senior Investigations Officer, key accountabilities in the role include:

• determining how to deal with the case, including establishing whether the case lies within EWON’s jurisdiction, analysing the case and developing an agreed course of action
• inputting case details and subsequent actions into the complaints management system database
• maintaining up to date, accurate, succinct and clearly expressed file notes
• regularly following up matters with the customer and the energy or water provider
• preparing correspondence to customers, energy and water providers and other agencies, including comprehensive investigation reports
• undertaking investigations under the direction of the Senior Investigations Officer and/or the Manager Investigations
• providing assistance with the training and professional development of new colleagues
• contributing to the professional development and standards of the Investigations Team by participating in casework discussions and other team meetings
• negotiating with customers and providers to facilitate resolution of cases
• preparing case summaries and other documents as necessary
• researching and analysing issues relating to the investigation of complaints

To be successful in this role you must have:

• a sound understanding of dispute resolution principles and practice
• excellent verbal and written communication skills
• excellent analytical and problem-solving skills and
• the ability to communicate effectively with customers from diverse backgrounds
• highly developed time management skills with the ability to prioritise work and achieve deadlines
• the ability to investigate complaints impartially in a non-adversarial and non-advocacy environment
• the ability to manage a case load efficiently
• demonstrated ability to work effectively in a team environment
• sound Microsoft Office skills and familiarity with database entry
• dispute resolution experience or training would be well regarded, but is not essential
• experience in a customer service, complaint-handling or regulatory environment would be well regarded
• Tertiary qualifications are desirable

Position description: Investigations Officer (Full-time) Position Description [PDF]

Enquiries: Peter Star, Manager Corporate (02) 8218 5250

How to apply: Applications must be made online and must address the skill requirements listed on page 2 of the position description.

Closing date: 5pm, Monday 22 March 2010