Early Resolution Officer

  • Join our dynamic team and embark on a fulfilling career with multiple positions available. We are currently seeking dedicated individuals for both Permanent and Fixed-term (12-month) roles
  • Full-time and part-time (minimum 3 days per week) opportunities available
  • 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

An exciting opportunity for experienced and motivated complaints/dispute resolution professionals, with previous call centre experience, to join our fast-paced Dispute Resolution Team.

As an Early Resolution Officer, you will be using your highly developed communication and written skills to capture and respond to new complaints over the phone and by email. You will use your problem-solving skills and ask questions to assess whether the complaint is in EWON’s jurisdiction. You will also educate and guide consumers through the complaint process whilst adapting your communication skills to meet the needs of a diverse range of customers.

This is the role for you if you are looking for a new challenge and want to take the next step in your customer service career. EWON offers full training and are committed to work life balance and therefore hybrid working from the office and home is on offer along with flexible time off.

Key accountabilities

  • Act as first point of contact to EWON by responding to new complaints
  • Interpret and communicate legislation and regulations
  • Record complaint on EWON’s complaints management system and database
  • Determine next steps for complaints (suitability for referrals or further investigation)


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 i.e., 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

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.

In your application, kindly specify whether you are applying for the permanent or the fixed-term (12 month) opportunity and/or full-time or part-time. 


Applications close Monday, 10 June 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