• Join our dynamic team and embark on a fulfilling career with EWON. We are currently seeking a dedicated individual for a Fixed Term (12 month) full-time opportunity with possibility of extension.
  • Reputable organisation in convenience 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/disputes 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


What we can offer you

  • Access to a wide range of flexible working options including working from home and a flexible time-off program so you can maintain a healthy work life balance
  • Birthday day leave so you can celebrate your special day!
  • Attactive salary packaging provisions to get more out of your take home pay
  • Salary Continuance and Life and Total & Permanent Disablement Insurance
  • Ongoing professional development and career growth
  • An exciting wellbeing program with extensive offerings (flu vaccinations, massages, healthy breakfast and much more!)


Interested but need more information?

To find out more about working at EWON and to view the position description, click here.

Our People & Culture Team is always available to discuss the role further on 02 8218 5271.


To apply

If you are ready to take the next step in your career and become part of our dynamic team, then we'd love to hear from you.

Apply via the recruitment portal on our careers page with your resume and cover letter addressing why you would like to be part of our team and the top three Key Behavioural Capabilities (as per the linked position description) you think are important for this role and how you have displayed these capabilities in the past.


Applications close Sunday, 12 May 2024.


Please note only shortlisted candidates will be contacted.

  • EWON is an EEO employer
  • Aboriginal and Torres Strait Islanders are encouraged to apply
  • Applications from agencies will not be considered at this time
  • Applicants must be legally permitted to work in Australia