Open mobile menu

Investigations Officer - Initial Response Team

  • Full Time- 12 month contract
  • Convenient Sydney CBD location
  • Values based culture with excellent working conditions

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 customer service professional to join our team-based and friendly working environment.

You will play a key role at EWON, and be responsible for receiving and documenting initial complaints, identifying issues, and assessing complaints to provide appropriate referrals.

Key Accountabilities

  • Ensure all customers receive the highest level of customer service
  • Respond to customer complaints in an appropriate and timely manner
  • Communicate relevant information effectively to complainants and providers
  • Manage complaint records to EWON standards, using EWON’s case management system (CRM)
  • Maintain confidentiality of customer and provider information
  • Manage differences using alternative dispute resolution practices
  • Contribute actively to the Investigations Team and continuous improvement initiatives

To be successful in this role you will have:

  • Experience in a high volume telephony environment
  • High levels of personal resilience
  • Accurate data entry skills and with a strong attention to detail
  • Problem solving skills, with the ability to understand and communicate technical information
  • Experience in working with diverse community groups
  • Outstanding communication skills (verbal and written), with advanced interpersonal skills
  • Intermediate MS Office skills

Need extra information? 

Please contact Emily Ramsay on 02 8218 5232.

To apply    

Send your resume and application addressing the selection criteria listed in the position description to

Closing date for applications is Monday 5 June 2017 at 5pm.


Please note

  • EWON is an EEO employer
  • Applications from agencies will not be considered at this time.
  • Applicants must be legally permitted to work in Australia.