Investigations Officer

• Full-time, 12-month fixed-term contract opportunity with the potential to become permanent
• Investigate and resolve complex energy and water complaints
• High-performing, respected organisation in Sydney CBD
• Flexible hybrid working environment (3 days working from home)

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
EWON is seeking an experienced Investigations Officer to investigate, record and resolve escalated, high complexity or longer-term complaints in line with the regulatory framework and EWON’s complaint handling policies and processes. 
In this role, you will use alternative dispute resolution practices to identify key issues, gather and assess evidence, determine fair and reasonable outcomes, and communicate clearly with customers and providers.
This is an opportunity to combine your investigation, analysis and customer service skills to make a meaningful difference for NSW consumers.


Key Accountabilities

• Investigate and resolve escalated, high-complexity or longer-term energy, gas and water complaints within required timeframes.
• Identify key issues, research and obtain relevant information and documentation, and determine fair and reasonable outcomes under EWON policies and procedures.
• Prepare written correspondence including detailed technical assessments to be provided to consumers, providers and other relevant parties to proactively manage complaints.
• Maintain accurate case records and proactively manage case progression, collaborating with Leads, Managers and colleagues as required.
• Apply procedural fairness, independence, alternative dispute resolution principles and EWON’s Case Handling Manual and quality standards.
• Manage difficult or sensitive conversations with discretion, judgement and empathy, including when supporting customers experiencing vulnerability or distress.
• Identify complaint trends and escalate serious, sensitive or systemic issues, while contributing to continuous improvement.

Required Skills and Experience

• Demonstrated experience working with complex customer complaints, investigations or alternative dispute resolution.
• Proven ability to investigate complex complaints, analyse technical information and reach appropriate, evidence-based outcomes.
• Highly developed written and verbal communication skills, including the ability to prepare detailed assessments and clear, logical summaries.
• Strong analytical and problem-solving skills, with sound judgement and the ability to develop independent solutions.
• Excellent organisation and attention to detail, with the ability to manage priorities, deadlines and case progression proactively.
• A strong customer service focus, resilience and empathy, with the ability to manage conflict and work effectively both independently and collaboratively.
• A relevant tertiary qualification (TAFE Certificate or above) is essential. A bachelor’s degree in dispute resolution, psychology, business or a relevant field is desirable; experience with case management systems, Microsoft Office and diverse or vulnerable communities will be highly regarded.

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.

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.
Applications close Monday 10 August 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.