Senior Dispute Resolution Specialist

There's never been a better time to be in energy. And there's never been a more exciting time to be at Endeavour Energy.

More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses. We employ more than 1,700 people across our catchment, making us one of the largest employers in Sydney's Greater West.

We need talented people who care about one another and the work they do. Why? Because we're one of Australia's fastest growing networks, connecting 20,000 new customers each year, including the Western Sydney Aerotropolis. And when we power together, we go further, faster; towards a smarter, more sustainable future for us all.

About the role

We are seeking a Dispute Resolution Specialist to play a pivotal role in managing complex, escalated matters while driving continuous improvements in customer satisfaction. This role is central to identifying risks, coaching team members, and building stronger relationships with both customers and key stakeholders.

Key accountabilities include:

• Managing and resolving escalated complaints from EWON, government, media, and CEO-level enquiries, ensuring thorough investigation and resolution.
• Analysing complaint data to identify emerging trends, root causes, and risks, and recommending improvements to customer experience.
• Preparing accurate reports, dashboards, and correspondence to effectively communicate insights, outcomes, and recommendations to stakeholders.
• Coaching and supporting Customer Resolution Providers to develop skills, confidence, and capability in handling escalated cases.
• Acting as Endeavour Energy's operational liaison with EWON, leading negotiations and case conferences to minimise escalations.

On offer

• Be part of a culture that focuses on care and performance; care for one another and for the customer
• Access a variety of opportunities to step up and lead in a rapidly changing sector
• Feel recognised and rewarded for your contribution
• Take pride in working for an organisation that provides an essential service and is playing its part in enabling the energy transition
• Access to training, personal development and career progression

About you

You are an experienced professional who thrives in a fast-paced environment and are passionate about resolving disputes, coaching others, and improving customer outcomes. You'll bring a blend of leadership, analytical ability, and strong communication skills to the role.

Required qualifications

• Bachelor's Degree in Business, Commerce, Management, or Data Analytics (or equivalent).

Key skills and experience include:

• Extensive expertise in customer complaint and dispute management, with relevant qualifications and/or professional memberships highly regarded.
• Proven leadership experience, with a track record of coaching, workload planning, and resource management to build high-performing teams.
• Strong analytical and problem-solving capability, ideally within a big data environment, with the ability to translate insights into practical business improvements.

For further information, please contact 

Applications close - 23 October 2025.

When we power together, we can achieve so much more.

At Endeavour Energy, having a diverse and inclusive workplace makes us better, safer, and stronger. We strive to create an environment where everyone feels safe, motivated, valued, included and respected.

Endeavour Energy is a critical infrastructure organisation and performs various background checks to evaluate the suitability of an applicant before making an employment offer to ensure the security and protection of its assets.