Investigation and Resolution Officer

5 days 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.

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

  • Customer Resolutions Officer

    2 weeks ago

    Brisbane, Australia Auto & General Holdings Full time

    **About The Company**: Compare the Market - yes, the one with the meerkats - is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience in Australia. Okay, in the world! We are all about Customer first, teamwork, making a...

  • Internal Dispute Resolution Officer

    7 days ago

    Brisbane, Australia Allianz Partners Full time

    **What you do** The Internal Disputes Resolution Officer role ensures the prompt and efficient management of Internal Disputes Resolution (IDR) and disputes related to travel insurance products, in compliance with ASIC RG271. Key responsibilities include conducting thorough investigations, collaborating with internal departments for process improvements,...

  • Senior Investigations Officer

    19 hours ago

    Brisbane, Queensland, Australia Department of Transport and Main Roads Full time $60,000 - $120,000 per year

    Some of your responsibilities will include:• Contribute to the development and implementation of compliance policies,procedures and standards to achieve successful compliance outcomes for MSQ consistent with our compliance strategies.• Support MSQ's regional staff to plan, implement and deliver compliance activities across the State and provide expert...

  • Investigations Officer

    7 days ago

    Brisbane, Australia Office of the Health Ombudsman Full time

    The Investigations Officer is responsible for undertaking timely and high-quality investigations of health service complaints against health services and health practitioners in Queensland.The key responsibilities of this position are to: - Investigate complaints effectively and efficiently, in line with organisational policies and procedures to ensure...

  • Dispute Resolution Specialist

    1 week ago

    Brisbane, Queensland, Australia Allianz Partners Full time $80,000 - $120,000 per year

    Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and...

  • Resolution Officer

    1 week ago

    Brisbane, Australia Office of the Health Ombudsman Full time

    The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer. - Support early resolution of health care service complaints by providing assistance and support for the Assessment and Resolution...

  • Principal Investigator

    1 day ago

    Brisbane, Australia Office of the Queensland Ombudsman Full time

    The Office of the Queensland Ombudsman is an independent integrity agency established under the Ombudsman Act 2001. The Office investigates complaints about the actions and decisions of Queensland Government departments and agencies, local councils and publicly funded universities. The Office also works with agencies to improve the quality of their...

  • Investigator - Major investigations team

    2 weeks ago

    Brisbane, Queensland, Australia NHVR Full time $100,000 - $150,000 per year

    Join our dynamic Major Investigations Team. We're looking for three experienced and motivated Investigators to help drive impactful outcomes. The role will be based at Head Office Newstead. As an Investigator, Major Investigations, you will play a key role in delivering high-quality, evidence-based investigations into serious breaches of the Heavy Vehicle...

  • Investigator - Major investigations team

    2 weeks ago

    City of Brisbane, Australia NHVR External Careers Full time

    Overview Join our dynamic Major Investigations Team. We’re looking for three experienced and motivated Investigators to help drive impactful outcomes. The role will be based at Head Office Newstead. As an Investigator, Major Investigations, you will play a key role in delivering high-quality, evidence-based investigations into serious breaches of the...

  • Debt Resolution Officer

    2 weeks ago

    Brisbane, Australia Queensland Government Full time

    **The Queensland Revenue Office (QRO) is currently recruiting for multiple AO4 Debt Resolution Officers within the Revenue Contact Centre and Collections division. A vacancy also exists with the State Penalties Enforcement Registry (SPER) division. Based in our Brisbane office, you will work in a collaborative team to deliver excellent debt resolution and...