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Early Resolution Officers x2

Telecommunications Industry Ombudsman
  • Two part-time permanent positions in a Telecommunications NFP
  • Competitive remuneration with 28 days annual leave (pro rata)
  • Docklands Melbourne based roles, close to public transport

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

If a consumer has a problem with their phone or internet service and they have not been able to resolve it with their service provider, they can contact the TIO. Consumers and service providers may contact us through phone, website, email, or post, with more channels to come. Early Resolution comprises team members 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 circumstances.

Our Values

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

Your role

These positions are permanent, part-time (0.6 FTE) roles as TIO employees.

The hours will be Monday to Friday, 10:00 am to 3:00 pm, for 4.5 hours a day allowing for a 30 minute lunch break.

As the first point of contact for consumers in the TIO process it is an Early Resolution Officers (ERO) role to provide information to complainants about the TIO’s dispute resolution process, the role of the TIO within a co-regulatory environment and industry practices and capture this information in TIO systems.

It is an ERO’s responsibility to ensure complainants have a realistic expectation of timeframes for resolution and possible outcomes. EROs must be confident that the advice they provide and the decisions they make are in accordance with principles of fairness and reasonableness, industry practice and relevant legislation.

Your skills and experience:

Among other things, for this role, we are looking for people with the following characteristics:

  • Highly developed analytical and investigative skills
  • An understanding of the concept of independence and an inherent sense of fairness
  • An understanding of the importance of accurate record keeping
  • Demonstrated ability to analyse information and identify pertinent issues
  • Ability to gather and weigh up evidence and sound decision making skills
  • Excellent time management skill and ability to meet benchmarks / performance indicators
  • Experience in customer service or complaint handling
  • Ability to work in a high-volume call-based environment under limited supervision
  • PC literacy including the effective use of the following applications: MS Word, Outlook, Internet and Intranet system
  • Experience in dealing with people in stressful situations
  • Contact Centre experience (desirable)

Why work with us?

  • Flexible working arrangements and a positive work/life balance. Our team members are able to arrange their week so they can do school pick up on occasion, start early or finish late, support study and family commitments and aim to work two days per week in the office.
  • 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.

We know that this means some people may want to have a confidential chat before they apply – to discuss things like their pronouns or how we can better support their application. If this sounds like you, please reach out to us on careers@tio.com.au and someone will contact you. Please understand, they may not be able to answer specific questions about the role, but they can help you navigate our process.

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

  • What has motivated you to apply for the TIO Early Resolution 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/2TN2t6p

If you have any questions regarding this role, please email careers@tio.com.au, using the subject line: Early Resolution Officer enquiry via EthicalJobs.

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