Early Resolution Officer

• Full-time, 12-month fixed-term contract opportunity
• High-performing, respected organisation in convenient Sydney CBD location
• Flexible hybrid working environment (3 days working from home)
• Grow your skills with comprehensive training and development
• Additional leave benefits

Our Opportunity
An exciting opportunity for an experienced and motivated complaints/dispute resolution professional to join our fast-paced Dispute Resolution Team.
As an Early Resolution Officer, you will use 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 while 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

• Respond to customer enquiries and complaints and record complaints clearly and accurately in the case management system.
• Assess jurisdiction and scope of complaints, requesting supporting documentation when required.
• Interpret and communicate legislation and regulations.
• Manage the referral process for complaints which are outside EWON’s jurisdiction, or for which there are appropriate alternative avenues of recourse.
• Establish and maintain accurate, appropriate and timely records on EWON’s complaints management system and database and ensure data meets all quality assurance standards.

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

• minimum 2 years’ experience in a high-volume dispute resolution 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.

What we can offer you

• 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.
• Life insurance, and salary continuance insurance.
• Ongoing professional development and career growth.
• An exciting wellbeing program with extensive offerings.

Applications
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.
To apply, please visit the recruitment portal on our Careers page. Your application should include:

• a current resume
• a cover letter outlining why you are interested in the role, and how your skills and experience meet the Essential and Desirable requirements set out above.

Applications close 14 April 2026.



Interested but need more information?
To find out more about working at EWON and to view the position description, visit our website: www.ewon.com.au.




EWON Equal Opportunity Statement
At EWON we are committed to an inclusive culture and continue to strive for diverse representation that reflects the communities in which we work, and in which our members operate.
The diversity of our people is one of our greatest strengths and an inclusive workplace enables us to deliver more sustainable solutions for our people, customers, members and communities.
We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures.
We provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

• Applications from agencies will not be considered at this time.
• Please note that only shortlisted applicants will be contacted.