Conciliator - Extra Help Team

• 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.



Our Opportunity
We are seeking an experienced and motivated complaints/dispute resolution professional to join our Extra Help team, who are responsible for resolving complex vulnerabilities and affordability complaints for customer groups who require extra help within our community.
The role of the Extra Help Conciliator is to record, assess, conciliate and/or investigate to resolve complex 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. Experience assisting diverse customer groups with additional support needs would be highly regarded.



Key Accountabilities

• Triage and escalate complaints appropriately and conduct investigations where required.
• Use various techniques to facilitate and support complex and sensitive complaint resolution, such as negotiating personalised financial arrangements and other matters via phone, email and letters.
• 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.
• Manage challenging situations where individuals are distressed or experiencing other communication challenges, or where the customer is dissatisfied.
• Collaborate with financial counsellors and other key support providers to ensure that customers receive tailored assistance.
• Contribute to the enhancement of vulnerable customer practices.

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.
• Ability to recognise and respond to vulnerability, using a sensitive and person-centred approach
• Demonstrated experience with diverse community groups and the ability to respond to specific needs effectively and sensitively when communicating with vulnerable and disadvantaged people.
• Experience in multiple vulnerability settings, including knowledge of related processes, services and legislation.
• Excellent written and verbal communication skills with the ability to relay information clearly and accurately with logical reasoning.
• Strong negotiation and Investigation skills to facilitate the appropriate resolution for disputes.
• 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.

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
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 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.

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.
We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures, and particularly encourage First Nations people to apply.
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.