Investigation and Resolution Officer

2 weeks ago

Brisbane, Australia Energy and Water Ombudsman Queensland Full time

You will have the opportunity to work in both Early Resolution and Investigation areas within the Dispute Resolution team of Assessment, Investigation & Resolution (AIR) on a rotational basis. Within Early Resolution, you will provide front-line resolution services for electricity, gas and water consumers, retailers and distributors by managing incoming complaints with the aim of resolving those that do not require an initial investigation. At times, these matters may be referred back to you for follow up action and investigation. The Investigation and Resolution Officer in the Investigation team will focus specifically on resolving matters requiring initial investigation as assessed by the Early Resolution team.
- Ensure best practice end-to-end customer experience in all aspects of the service provided.
- Receive, investigate and resolve complaints and disputes lodged with EWOQ to ensure continued consumer confidence in the electricity, gas and water industry and the on-going protection of consumer interests.
- Identify and provide feedback on systemic consumer concerns involving the performance of electricity, water and gas entities.
- Ensure all parties to a complaint or dispute receive procedural fairness including natural justice.
- Liaise and negotiate with State Government agencies, Government owned corporations, energy sector entities, customers, private sector businesses, industry representative bodies and community representative bodies and issue groups.
- Ensure all case notes and information are maintained accurately according to policy and procedure in the case management system.
- Ensure customers are kept up to date on the progress of their complaint in alignment with AIR procedures
- Ensure workload is prioritised and hours recorded accurately.
- Actively participate in the AIR Quality Assurance process and monitor and evaluate AIR's case management systems and processes to ensure ongoing continuous improvement, compliance and development of the services provided.
- Share learnings across the team to ensure relevant, timely and consistent information is conveyed to customers.
- Prepare case reports, correspondence, submissions, briefing notes, presentations and documents which are easily understood and tailored to the audience.
- Manage and respond to Right to Information and Information Privacy enquiries and requests within statutory timeframes.
- Develop, implement (or assist to implement) and evaluate policy, options, guidelines and initiatives.
- Research key issues identified through analysis of cases, correspondence and briefing notes.
- Represent EWOQ at public events including undertaking presentations to various forums on the dispute resolution role and responsibilities undertaken by EWOQ.

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