Conciliator

• Full-time, 12-month fixed-term contract opportunity with the potential to become permanent
• Flexible hybrid working environment (3 days working from home)
• Grow your skills with comprehensive training and development

Looking for a career move where you can make a difference?
At EWON, we provide consumers with independent, free, informal dispute resolution services in the energy and water sectors. We strive to achieve fair and reasonable complaint outcomes, and our vision is for all NSW people to have equal and affordable access to energy and water products and services. Joining our team offers a unique career experience in a dynamic and rewarding environment.

About the Role
We are seeking an experienced and motivated complaints/dispute resolution professional to join our Conciliation Team.
The role of the Conciliator is to record, assess, conciliate and/or investigate to resolve short-term or mid-complexity complaints, in line with the regulatory framework and EWON's complaint handling policies and processes.
This role requires a customer service professional with advanced interpersonal skills, the ability to work in a high-volume environment. This is a great opportunity to work within the dispute resolution space, providing complex customer service with quality interactions.


Key Accountabilities

• Identify appropriate actions to resolve individual cases, including referrals or reviews by others.
• Resolve complaints by using shuttle negotiation or conciliation approaches.
• Interpret and communicate legislation and regulations.
• Provide and request information relevant to the complaint.
• Record complaints and actions clearly and accurately in the case management system.
• Understand the perspectives of customers and providers (concerns and needs) and effectively manage customer expectations for resolution.
• Provide high quality written outcomes to complainants
• Manage complaints and contacts in accordance with organisational KPI’s
• Manage the referral process for complaints which are outside EWON’s jurisdiction, or for which there are appropriate alternative avenues of recourse.

Required Skills and Experience

• Previous experience in case management for a high-volume complaint handling environment.
• Experience working with a case management system or database i.e. Microsoft Dynamics.
• Demonstrated ability to apply critical thinking to analyse general and technical complaint information and take a solution focused approach to problem solving.
• Excellent written skills with the ability to relay information clearly and accurately with logical reasoning.
• Strong negotiation skills and the ability to communicate with influence
• Demonstrated ability to work independently as well as in a team environment, with the ability to manage competing tasks and meet deadlines.
• Sound judgement, maturity and resilience with the ability to remain fair, independent and impartial
• Effective computer literacy with intermediate level of skills in Microsoft Office applications.
• Experience in dispute resolution, case management and conciliation will be well regarded. Energy or water sector experience and relevant tertiary qualifications in alternative dispute resolution are desirable.

What we can offer you

• Flexible hybrid working arrangements.
• Additional leave benefits including birthday leave and 12 days annual sick/carer’s leave.
• Life and salary continuance insurance.
• Ongoing professional development and career growth.
• An exciting wellbeing program.
• Positive culture and high employee engagement.

Applications
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 required skills and experience set out above.

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

Applications close Sunday 19 July 2026.