• Permanent full-time opportunity
• Reputable organisation in a convenient Sydney CBD location
• Flexible hybrid working environment (3 days working from home) with flexible hours between 8:30 AM and 5:30 PM
• Grow your skills with comprehensive training and development
• Additional leave benefits

Looking for a career move where you can make a difference?

At EWON, we provide consumers with independent, free, informal dispute resolution services in the energy and water sectors. We strive to achieve fair and reasonable complaint outcomes while providing exceptional customer service. Joining our team offers a unique career experience in a dynamic and rewarding environment.Our opportunity We are seeking an experienced and motivated Manager, Service Excellence & Optimisation, to lead a multi-disciplinary team focused on driving continuous improvement, quality assurance, and operational excellence. Reporting to the Deputy Ombudsman, you will play a key role in ensuring our dispute resolution services are industry-leading, customer-centric, and compliant with best practices.

Key Accountabilities

• Develop and implement robust evaluation programs, monitor interactions and case files, and oversee quality frameworks to enhance service standards.
• Identify, recommend, and implement process enhancements to optimise service delivery and improve operational efficiency, conducting process analyses, and fostering a culture of continuous improvement.
• Design and manage customer feedback mechanisms, analyse survey data, and provide actionable recommendations to improve customer experience.
• Lead and develop a high-performing team, facilitate training sessions, and drive a culture of engaged learning.
• Ensure adherence to industry regulations, drive safety and compliance initiatives, and support overall governance efforts.

To be successful in this role, you will have the below skills and experience:

• Strong knowledge and experience in quality assurance, continuous improvement, and customer experience management.
• Proven success in leading teams and implementing strategic programs and projects.
• Expertise in data analysis and reporting, with the ability to drive data-driven decision-making.
• Excellent communication, coaching, and stakeholder management skills.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Degree qualification in Business Management or a related field, or significant industry experience.

What We Offer

• Flexible working options, including working from home and a flexible time-off program
• Additional leave benefits, including birthday leave and above minimum sick and carer's leave.
• Salary Continuance, Life, and Total & Permanent Disablement Insurance.
• Ongoing professional development and career growth opportunities.
• An exciting wellbeing program with extensive offerings.

Interested but need more information?

To learn more about working at EWON and view the position description, visit our website: www.ewon.com.au.

To Apply

If you are ready to make a meaningful impact in a supportive team environment, we would love to hear from you.Apply via our careers page with your resume and a cover letter addressing why you're interested in the role and the top three Key Behavioural Capabilities you believe are crucial for success. Applications close at 11pm on the closing date. Please note only shortlisted candidates will be contacted.

• EWON is an EEO employer
• Aboriginal and Torres Strait Islander peoples are encouraged to apply
• Applications from agencies will not be considered at this time
• Applicants must be legally permitted to work in Australia