Early Resolution Officer
Core
Handle high-volume consumer complaints and disputes in the energy and water sectors via phone and email, assessing jurisdiction and guiding customers through resolution.
Role type
Senior IC dispute resolution officer
Builds
Fair and reasonable complaint outcomes for NSW consumers
Domain
Energy and water utilities / Consumer advocacy
Deliverable
client delivery
Required skills
dispute resolution, case management systems, jurisdiction assessment, legislation interpretation, customer education, negotiation, data recording, prioritization
Preferred skills
energy sector experience, water sector experience, Microsoft Dynamics
Responsibilities
Respond to customer enquiries and complaints; assess jurisdiction and scope of complaints; interpret and communicate legislation; manage referrals for out-of-scope complaints; maintain accurate records in the complaints management system.
Seniority
Mid-level, hands-on IC
