Job Summary
Remote / Work from Home
- Applications close:
- Job posted on: 10th Jun 2021
Remote / Work from Home
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.
Together we DREAM. That is, together, we Dare to be great, Respect and inspire, Evolve and grow, Appreciate and celebrate, and Make it easy.
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.
Among other things, for this role, we are looking for people with the following characteristics:
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 [email protected] 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:
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 [email protected], using the subject line: Early Resolution Officer enquiry via EthicalJobs.
Remote / Work from Home