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Service Officer – Full time

Salary $60,000 - $65,000 + 10.5% super

Your new organisation

The Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We provide Victorian energy and water customers with free, accessible and informal dispute resolution. We take pride in building a culture centred on developing and nurturing our people in order to provide the best possible service to our customers.

Your new role

The Service Officer is a customer interfacing role which takes enquiries from customers and provides assistance, referral and advice within EWOV operations to refer or resolve cases, where a detailed investigation is not required. This role is generally required to handle incoming first point of contact enquiries, generate assisted referrals to scheme participants and respond to failed referrals and attempt a phone-based conciliation.

You will be responsible for:

  • Receiving phone calls and responding to emails from EWOV's customers lodging enquiries and complaints about their electricity, gas or water services
  • Actively listening and maintaining a calm approach over the phone to be able to outline a customer's issues in a clear, concise and timely manner
  • Working together with energy and water companies and their customers to reach fair outcomes at an early stage, or where appropriate, escalating cases for further investigation

You’ll also have opportunities to work on innovative projects for the organisation, participate in outreach activities, assist to deliver quality improvements and explore EWOV’s commitment to career progression through areas of Conciliation or Leadership.

What you'll need to succeed

We are seeking an experienced and motivated customer service professional who is flexible and willing to move from referral and enquiry/ calls and emails through to assisted resolution interactions.

About you:

To be successful in this role you will have previous experience in a call centre and understand the importance of being the first point of contact to a customer. Gas, water or electricity industry knowledge will be highly valued, but not essential, along with:

  • Excellent time management and administrative skills
  • The ability to assess, prioritise and complete set tasks in a fast-paced environment
  • Demonstrated, exceptional customer service skills
  • Excellent written and verbal communication skills, including highly developed listening skills
  • An understanding of the concept of independence and the ability to work in a way that upholds the highest level of impartiality

What you'll get in return

You’ll be joining a close knit and professional organisation within EWOV’s Operations and Experience Team. We also:

  • Encourage and promote flexible working programs and a blend of working from home and office
  • Celebrate our inclusive team culture that supports each other, collaborates and innovates
  • Have a great track record for providing pathways for individual professional development and growth beyond your core role
  • Live and breathe wellbeing with a varied program that has something for everyone

EWOV recognises the value of an inclusive and diverse work environment. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics. You can learn more and view the position description on our website.

Your application

If you’re interested in this opportunity, please email your CV with a cover letter for consideration to ewov.confidential@ewov.com.au.

Can’t see a closing date on the advert? That’s because we may start looking at applications sooner rather than later, so be sure to apply today.

If you would like more information about the role, reach out to EWOV’s People and Culture Team at ewov.confidential@ewov.com.au for a confidential discussion.

EWOV is committed to the health, safety and wellbeing of our people, as well as visitors to our office and events. EWOV has a COVID-19 Vaccination policy that requires all staff, contractors and visitors to be fully vaccinated to be able to access our office and attend work/community events. We will consider valid exemptions and make reasonable adjustments.