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 areThe 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 teamThe 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 enquiries 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.What you will bringTo 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 sectorsexperience using MS Word, Excel, Outlook, and Salesforcedemonstrated ability to handle calls and assist customers to resolve their complaints in a fast-paced environment, coupled with high-levels of composure and resilienceexcellent verbal and written communication skills including highly developed listening skillsexcellent time management and administrative skills to enable processing of many customer enquiries with accuracy and efficiencya genuine desire and ability to assist in resolving customer complaints with scheme participantsstrong 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 objectivesexcellent attention to detail, apply sound independent judgement and accurate record keepingrelevant tertiary qualifications or demonstrated work experience.What makes working with us greatThere 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 hoursgenerous 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 leavecentrally located office in Melbourne CBD close to public transportinclusive team culture that supports each other, collaborates, and innovateswe live and breathe wellbeing with a varied program with something for everyoneHow to applyIf 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 ****** 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 ******.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?
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