Service Officer (Complaints Resolution)

Service Officer (Complaints Resolution)

Hybrid, Melbourne VIC

Full-time, Permanent

• Are you a customer service superstar with call-centre and complaint-handling experience, eager to make a real difference for the community?

• Do you thrive on variety, bring calm under pressure, and know how to turn a challenging call into a positive outcome?

• Do you want to join a dynamic, supportive team where your frontline skills and passion for fairness can truly shine?

If the answer is yes, then WE WANT YOU!

We are looking for people with contact centre experience, ideally in the energy and water sectors, to join our extraordinary and close-knit team.  

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. 

Your team

The Service Officer is part of the Dispute Resolution team, which receives and resolves complaints from consumers about electricity, gas and water providers. We are comprised of a service team (handling enquiries, complaints and other customer interactions across multiple channels) and an investigations team (resolving matters through conciliation and investigations). We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient and effective. 

What you will do

As a Service Officer, you are the first point of contact for Victorian consumers seeking assistance with energy and water complaints. You play a critical role in ensuring that every consumer receives timely, fair and effective support. Your expertise in customer service, complaints handling and industry knowledge enables you to resolve straightforward matters and escalate complex cases appropriately. You embody EWOV’s cultural values - courage, ambition, creativity and inclusivity - in every interaction.

Read more about the role in the position description document on this page - https://www.ewov.com.au/about-us/careers

What you will bring

To help you succeed in this role you will need to bring:

Essential

• Experience in a call centre setting, including managing customer complaints and complex enquiries.

• Proven ability to manage complex consumer behaviours with composure, resilience and professionalism, remaining solution-focused in challenging interactions.

• Strong verbal and written communication skills, including active listening and clear documentation.

• Excellent time management and administrative skills for processing high volumes of enquiries efficiently.

• Sound judgement and attention to detail in assessing complaints and maintaining accurate records.

• Ability to work under pressure and prioritise tasks to meet individual and team KPIs.

• Proficiency in MS Office suite and Salesforce for case management and communication.

• Commitment to EWOV’s cultural values and organisational objectives.

• Relevant qualifications or work experience.

Desirable

• Working knowledge of the Victorian energy and water sectors.

What makes working with us great?

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

• Truly flexible and hybrid ways of working with life-friendly hours

• 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 are passionate about finding a role where you can really make a difference and be part of a dynamic industry, we encourage you to apply – even if you don’t meet every single criterion.

Please submit your CV and a cover letter outlining how you meet the selection criteria, by Friday, 25th of September.

We will be reviewing applications and may start 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 support, and encourage applications from people of all ages, cultures, abilities, sexual orientation, and gender identities to apply.

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

If you would like additional support or information to make the application and recruitment process to suit your needs, please let us know at ••••@ewov.com.au.