Open mobile menu

General Manager, Dispute Resolution

Reporting to the Ombudsman and a key member of the Executive Management Team


  • Lead and deliver contemporary dispute resolution
  • Deliver consistent, high quality customer service
  • Senior executive leadership role based in Sydney


General Manager, Dispute Resolution

Energy and Water Ombudsman NSW

Responsive and resilient


The Energy and Water Ombudsman NSW (EWON) is the industry-based Ombudsman scheme which provides all NSW energy and some water customers with independent, free, informal dispute resolution services. EWON receives, investigates, and resolves customer complaints and disputes, and works with energy and water providers to help them improve their processes and delivers consistent, high quality customer service.  EWON helps raise industry standards, build customer confidence, and reduce complaints by contributing to the development of energy and water policy through submissions, reporting and analysis.

Utilising unique complaints data, EWON enables energy and water providers to improve their customer service, systemically reduce the drivers of complaints and informs the development of regulations, codes, and policy. EWON has strong relationships with other agencies in the energy sector and works with government and regulators to update them on industry trends and issues identified through their complaint handling and outreach. Through community engagement program, EWON educates consumers, small businesses and community workers about energy and water issues.

Reporting to the Ombudsman and as a key member of the Executive Management Team, the General Manager, Dispute Resolution will lead the Investigations Team to deliver service excellence in referring and resolving complaints while working in collaboration with the Deputy Ombudsman, General Manager Finance and Corporate Services across the organisation to ensure achievement of strategic objectives. This will include receiving, assessing, investigating, and reviewing complaints to ensure that EWON achieves its key objective of fair, reasonable and independent complaints handling.

Candidates will need to demonstrate strong capability in leading and delivering contemporary dispute resolution operations and have a demonstrated track record of productive stakeholder engagement and strategic relationship management. Experience in building capability in teams including continuous improvement, along with contributing to EWON’s knowledge management and data analytics will also be required.  You will need to be forward thinking, self-motivated, and maintain a high standard of personal and professional integrity.  The role requires sound judgement, strong accountability, and a structured, rigorous approach, underpinned by a proven understanding of alternative dispute resolution.  Above all, candidates will need to be highly effective in working collaboratively and sensitively to deliver outcomes in a dynamic, complex environment.


For a confidential discussion, and for a copy of the role profile please email 

To apply, please email your CV and cover letter to

Closing date: 1 November 2020