Dispute Resolution Officer

Energy & Water Ombudsman SA (EWOSA) provides a free, independent, accessible, fair and informal service to consumers of energy and water services. We help resolve enquiries, complaints and disputes between consumers and the providers of those services.

We are looking for a Dispute Resolution Officer to join our Resolutions team on a permanent full-time basis. Reporting to the Manager Resolutions, this role is responsible for receiving, assessing and helping resolve enquiries and complaints from customers of energy and water providers.

The role will initially focus on intake, including high-volume complaint handling, assessing enquiries, determining appropriate next steps, liaising with customers and Members of the EWOSA Scheme, maintaining accurate case records and preparing clear written correspondence.

As you develop in the role, you will progressively work towards conciliation and investigation of more complex matters. This will include facilitating early resolution outcomes, analysing information, managing escalated complaints and supporting fair, evidence-based outcomes in line with EWOSA’s policies and guiding principles.

About you

We are looking for someone who is calm, resilient, organised and able to exercise sound judgement in a high-volume environment. You will be comfortable dealing with people who may be frustrated, distressed or seeking help with complex issues.

You will bring:

• Strong complaint handling, customer resolution or case management experience
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• The ability to manage competing priorities and high volumes of work
• Sound judgement, maturity and resilience
• The ability to remain fair, independent and impartial
• Good attention to detail and accurate record keeping
• Confidence liaising with customers, service providers and other stakeholders
• A genuine interest in helping resolve disputes fairly and efficiently.

Experience in dispute resolution, investigations, negotiation or complex complaint handling will be well regarded. Energy or water sector experience and relevant tertiary qualifications are desirable, but not essential.

What we offer

This is a rewarding opportunity to contribute to an organisation committed to fairness, integrity and quality dispute resolution.

Benefits include:

• A professional and supportive team environment
• Ongoing learning and development
• Salary sacrifice options
• Group salary continuance insurance
• Group personal accident insurance
• Employee Assistance Program
• Voluntary annual health checks and flu vaccinations
• Contemporary information and communication systems
• Hybrid working arrangements, with two prescribed work-from-home days and three days in the Adelaide office.

How to apply

Please ensure you attach the following to your application: – A cover letter explaining how you meet the requirements of the role – A copy of your current CV

Application Deadline: Applications close on 31 July 2026 or earlier should a suitable candidate be found before this date.

Please note that only shortlisted candidates will be contacted.

Eligibility: Applicants must be legally permitted to work in Australia.