Service Officer
Hybrid, Melbourne VIC
Full or Part-time
- Are you a customer service superstar looking for a role where you can make a real difference?
- Do you love variety, have a passion for fairness and an ability to work well under pressure?
- Do you want to be part of a collaborative and dynamic team where you can be supported to be your best?.
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 new role and team
The Service Team forms part of EWOV's Dispute Resolution function and contributes to resolving complaints between energy and water retailers, distributors, and their consumers. The Service Team are the first point of contact for consumers and play a key role in assisting them with their enquiries and complaints in line with EWOV’s Dispute Resolution Framework.
As an EWOV Service Officer, you will use your outstanding customer service skills and experience, along with your passion for fairness, in handling enquires and complaints within the energy and water sectors. This position offers full-time hours, with potential consideration for part-time arrangement for the right candidate.
Learn more by reading the position description above.
What you will bring
To help you succeed in this role you will need to bring:
- an ability to juggle competing priorities, work well under pressure, and complete tasks within specified timeframes.
- working knowledge of the Victorian energy and water sectors
- experience using MS Word, Excel, Outlook, and Salesforce
- demonstrated ability to handle calls and assist customers to resolve their complaints in a fast-paced environment, coupled with high-levels of composure and resilience
- excellent verbal and written communication skills including highly developed listening skills
- excellent time management and administrative skills to enable processing of many customer enquiries with accuracy and efficiency
- a genuine desire and ability to assist in resolving customer complaints with scheme participants
- strong team player with the ability to work as part of a close knit and professional team in a way that supports and promotes EWOV’s Cultural Values and objectives
- excellent attention to detail, apply sound independent judgement and accurate record keeping
- relevant tertiary qualifications or demonstrated work experience.
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 with a varied program with something for everyone
- hear from our staff about what makes working at EWOV great here.
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 and the questions below, either via Seek or via email to careers@ewov.com.au by 19 November 2024.
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 support, and encourage applications from people of all ages, cultures, abilities, sexual orientation, and gender identities to apply. If you have any accessibility needs or require us to adapt our application and recruitment process to suit your needs, please let us know at careers@ewov.com.au.
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.
Employer questions
Your application will include the following questions:
- Are you an Australian Citizen or do you have rights to work in Australia? (please include details)
- What is your current salary and what are your salary expectations?