Knowledge & Policy Specialist (Dispute Resolution)

Full time | 12-Month Fixed-Term Contract

Hybrid, Melbourne VIC

• Looking to apply your dispute resolution experience in a new way?

• Do you enjoy turning complex dispute resolution knowledge into practical, user-friendly guidance?

• Want to help develop, improve and maintain the policies, procedures and knowledge resources that support fair and consistent complaint handling?

If the answer is yes, we'd love to hear from you!

We're looking for a Knowledge & Policy Specialist to join our Quality & Knowledge team. In this role, you'll play a key part in ensuring our people have access to clear, current and practical guidance that supports fair, consistent and high-quality complaint handling outcomes across EWOV.

Drawing on your hands-on experience in dispute resolution or complaint handling, you'll work closely with operational stakeholders and subject matter experts to shape and develop the knowledge resources, policies and guidance that support decision-making, capability uplift and continuous improvement across the organisation.

Who we are

The Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We proudly provide Victorian energy and water consumers with free, accessible, and informal dispute resolution.

Find out more about who we are and what we do here: https://youtu.be/XGTuRaHsqmw.  

Your new role and team

The Quality & Knowledge team plays a key role in strengthening EWOV's dispute resolution function by setting clear standards, governance and guidance to support fair, consistent and high-quality outcomes. Bringing together quality assurance, knowledge management, legal and privacy, the team drives continuous improvement and helps ensure our practices remain contemporary and responsive to the communities we serve.

As our Knowledge & Policy Specialist, you'll play an important role in developing and improving the policies, procedures and guidance our people rely on every day. You'll work with stakeholders and subject matter experts across EWOV to create practical resources that support complaint handling, decision-making and consistent practice. 

This isn't a communications role. We're looking for someone with hands-on dispute resolution or complaint handling experience who understands what good complaint handling looks like in practice and can translate that knowledge into clear, practical guidance. You'll use quality insights and operational experience to develop and improve knowledge assets, helping strengthen capability, support continuous improvement and make it easier for staff to deliver fair and consistent outcomes for consumers.

What you'll do

• Develop and improve policies, procedures, guidance materials and knowledge resources that support complaint handling across EWOV.

• Translate complex complaint handling practices, business processes and requirements into practical, user-friendly guidance.

• Partner with operational teams to develop new resources and improve existing knowledge assets.

• Use quality insights, complaint trends and operational feedback to strengthen guidance and support continuous improvement.

• Support the ongoing development of EWOV's Knowledge Hub and knowledge management practices.

• Identify opportunities to simplify processes, improve usability and promote consistent decision-making.

• Contribute to capability uplift initiatives that help staff confidently deliver high-quality outcomes.

For a full outline of responsibilities, please refer to the position description on the EWOV website: https://www.ewov.com.au/about-us/careers.

What you'll bring

To thrive in this role, you'll bring:

• Hands-on experience in dispute resolution, complaint handling, EDR, IDR or a similar operational environment.

• Experience developing policies, procedures, guidance materials or operational documentation.

• Exceptional written communication skills and the ability to translate complex information into practical, user-focused guidance.

• Strong stakeholder engagement skills and experience working with subject matter experts.

• Experience applying knowledge management, quality assurance or continuous improvement principles.

• Strong analytical skills, attention to detail and a focus on improving consistency and usability.

Highly regarded:

• Experience working within an Ombudsman scheme, EDR scheme, regulator or consumer complaints environment.

• Experience with knowledge management systems.

• Experience in the energy, water, consumer protection or regulatory sectors.

 What makes working with us great?

There are so many great things about working with EWOV, but here are just some of our benefits:  

• A supportive approach to flexibility and wellbeing, complemented by the connection and collaboration that comes from being in the office

• Generous leave entitlements including six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave and 18 weeks of gender-free paid parental leave  

• Centrally located office in Melbourne CBD, close to public transport  

• Inclusive team culture that supports each other, collaborates and innovates  

• We live and breathe wellbeing, offering a varied program that has something for everyone!

 How to apply

If you're passionate about quality, fairness and continuous improvement, and are looking for an opportunity to make a meaningful impact across an organisation, we'd love to hear from you.

Please send through your CV and a Cover Letter outlining how you meet the selection criteria and responding to the questions by Friday, 2nd of October. 

We will be reviewing applications and may commence interviews prior to the closing date, so please apply as soon as possible if you’d like to be considered.  

We are committed to ensuring that we truly represent the Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities to apply.

We encourage flexible working at EWOV so even if a role is advertised as full-time, we invite conversations around other working arrangements and encourage you to apply.   

If you require any adjustments, accessibility support, or additional information to assist you through the application or recruitment process, please contact us at ••••@ewov.com.au.

EWOV is a certified Family Inclusive Workplace committed to improving your work-life wellbeing with leading policies and practices on flexible work, parental leave, family care and family wellbeing.