Full time – Permanent
Hybrid, Melbourne VIC
- Are you an experienced leader in quality assurance, complaint handling or complex case review?
- Do you thrive on improving quality, consistency and consumer outcomes?
- Ready to use your expertise to strengthen the quality and consistency of complaint handling?
If the answer is yes, we'd love to hear from you!
We're looking for an experienced leader to lead EWOV’s Quality and Knowledge function, overseeing quality assurance, internal review and escalated complaint management, and turning quality insights into practical knowledge that supports fair, consistent and high-quality complaint handling.
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 new role and team
The Operational Excellence 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 leads strategic transformation and drives EWOV wide improvement to keep practice contemporary and responsive to the communities we serve.
As the Head of Quality and Knowledge, you will lead EWOV’s quality assurance and knowledge portfolios within the Operational Excellence team. This includes leading the development and delivery of EWOV’s quality assurance framework across our dispute resolution functions, along with overall responsibility for EWOV’s knowledge management and oversight of the complaints about EWOV process.
This position offers full-time hours, with potential consideration for part-time arrangement for the right candidate.
What you'll do
- Lead and deliver EWOV’s quality assurance framework across dispute resolution
- Oversee case review processes to ensure consistent, fair and high-quality outcomes
- Lead knowledge management, ensuring accessible, current and well-governed guidance
- Oversee complaints about EWOV and stakeholder feedback mechanisms
- Use insights and data to identify trends, risks and improvement opportunities
- Partner across the organisation to embed continuous improvement and best practice
- Lead and develop a high-performing quality and knowledge team
For a full outline of responsibilities, please see the position description PDF on this page.
What you'll bring
To thrive in this role, you'll bring:
- Leadership experience in quality assurance, dispute resolution, complaint handling or complex case management, ideally in an ombudsman, regulator, EDR, IDR or similar complaints environment.
- Experience designing, implementing or improving quality assurance frameworks and using quality insights to improve practice, decision making and consumer outcomes.
- Strong judgement in complex complaint handling matters, including escalated complaints, internal reviews, reopening requests or other high-risk decisions.
- Experience developing knowledge assets, policies, procedures and guidance that support consistent practice and capability uplift.
- Strong analytical, leadership and stakeholder management skills, with the ability to influence practice and lead teams through change.
Additional experience that would be valuable
- Legal qualifications or relevant legal expertise in dispute resolution, complaint handling, administrative decision making or regulation.
- Experience in energy, water, consumer protection or regulatory sectors.
- Experience with knowledge management systems, process improvement or service design.
What makes working with us great
There are so many great things about working with EWOV, but here are just 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!
- Hear from our team about what makes working at EWOV great in this video of employees.
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.
Apply via the ad on SEEK with your CV and a cover letter outlining how you meet the selection criteria and responding to the questions by Friday 11 September.
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 careers@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.