Full time, permanent role in a dynamic NFP organisation
Work from home as well as Docklands office close to public transport
Competitive remuneration with 28 days annual leave

About the Telecommunications Industry Ombudsman (TIO)

The TIO is one of the highest volume complaint resolution bodies in Australia. We provide a fair, independent, and accessible external dispute resolution service. Our service is free for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. Please visit our website www.tio.com.au/about-us

The Triage function forms part of the Early Resolution Group. Early Resolution comprises teams who work with consumers and service providers to resolve disputes in a professional, effective and efficient way, having regard to the law, good industry practice and fairness in all the circumstances. Officers handle complaints in accordance with the TIO’s jurisdiction, policies and procedures.

Our Values

Together we DREAM. Together, we Dare to be great, Respect and inspire, Evolve and grow, Appreciate and celebrate, and Make it easy.

The role

The Early Resolution Reclassification Officer is an integral role within the Triage team. This role provides a key quality role, by reviewing requests from our members and making sure we have handled the complaints as we have said we would. In managing their case load and performing their role, they also will ensure feedback is used to promote continuous improvement.

When performing their duties, an Early Resolution Reclassification Officer uses their knowledge of telecommunications industry products and services, ADR frameworks, and the Terms of Reference and complaint handling procedures.

This is a full-time, ongoing role as a TIO employee.

Your skills and experience:

For this role, we are looking for people with the following skills & experience:

An understanding of procedural fairness in relation to the role of an industry Ombudsman
Understanding of the TIO Terms of Reference and complaint handling procedures
Understanding of key legislation including the Australian Consumer Law and Privacy Act 1988 and the Telecommunications regulatory regime
Demonstrated ability to analyse information and make sound decisions
Excellent written and verbal communication skills
PC literacy - MS Word, Excel, email, internet
Takes accountability and ownership of tasks and prioritises tasks to effectively manage workload
Record keeping and file maintenance skills
Ability to collate and analyse information from various sources to identify key issues and trends
Accepts, responds and adapts to change in working practices in a positive and constructive manner
Relevant experience in a complaint handling environment utilising Alternative Dispute Resolution methods
Experience working in the Telecommunications industry
Tertiary degree or equivalent qualification (desirable)

Why work with us?

Flexible working arrangements and a positive work/life balance
Docklands located office and working from home flexibility
Being a not for profit, we offer Rebatable Salary Packaging options
The option to purchase additional Annual Leave, up to 2 weeks per year
Extensive health and wellbeing initiatives
An employee-run social club that provides an annual calendar of engaging events

To Apply

The TIO is an equal opportunity employer and is committed to providing an inclusive, accessible, and safe work environment. Aboriginal and Torres Strait Islander people are encouraged to apply. We respect and welcome all kinds of diversities and are absolutely committed to being inclusive. We recruit, develop, compensate, and promote people regardless of ethnicity, religion, national origin, gender, sex, sexuality, intersex variation, disability, age, and life experience. We encourage our employees to bring their authentic selves to work because we celebrate all our differences, support it, and thrive on it. This is how we dream and grow together.

Applications must include your resume, and a cover letter including the below:

What has motivated you (the WHY) to apply for the Early Resolution Reclassification Officer role?
Please summarise how you feel you meet the Person Specifications (as defined in the position description)

For a detailed position description please paste this link into the browser https://bit.ly/3wg6O0u

If you have any questions regarding this role, please email careers@tio.com.au

Applications close 11:55 pm, Thursday, 24 June 2021

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Early Resolution Reclassification Officer

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN Docklands VIC 3008

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

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