• Permanent full-time opportunity available
  • Reputable organisation in convenient Sydney CBD location
  • Flexible hybrid working arrangement (3 days working from home) and flexible hours between 8:30AM and 5:30PM
  • Comprehensive learning and development opportunities 
  • Additional leave benefits


Looking for a career move where you can make a difference?

EWON is the industry-based Ombudsman scheme which provides all NSW energy and some water customers with independent, free, informal dispute resolution services. We work towards achieving fair and reasonable complaint outcomes for all parties, provide leading customer service and influence energy and water public policy. We are not a consumer advocate, nor do we represent industry.


Our opportunity

An exciting opportunity exists for an experienced and motivated dispute resolution professional, to join our busy Investigations team.

The role of Investigations Officer is to record, investigate and resolve escalated, high complexity or longer-term complaints in line with the regulatory framework and EWON's complaint handling policies and processes.

Full training is provided, with a supportive team culture and excellent work environment in our modern CBD office!

This is a key role at EWON and a fantastic opportunity where the results of your hard work will be noticed.


Key accountabilities

  • Facilitate complaints from customers relating to energy, gas and water providers within required timeframes
  • Interpreting and communicating legislation and regulations
  • Identify key issues arising from complaints, research and obtain relevant information/documentation and determine appropriate outcomes
  • Prepare various written correspondence including detailed written assessments to consumers, providers and stakeholders


To be successful in this role, you need the below skills and experience:

  • Demonstrated experience working in a complex customer complaints or ADR based environment
  • Proven expertise in complex investigation complaints
  • Highly developed communication skills with strong assessment writing skills
  • Ability to independently analyse complaint information and creatively problem solve
  • Ability to manage competing priorities and successfully manage a demanding caseload


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 that you can maintain a healthy work life balance
  • Birthday day leave so you can celebrate your special day!
  • Attractive 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