Job Summary
- Applications close:
- Job posted on: 4th May 2021
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.
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.
You will report to the Triage Team Leader.
The Triage Officer is a key role in assisting customers resolving their complaints, by providing a seamless transfer from Early Resolution to either our fast track process or Dispute Resolution. This role is primarily responsible for analysing customer complaints to determine the best course of action, ensuring all appropriate information has been provided to allow progression of a complaint, and monitoring activity for certain classes of complaint. The Triage Officer will also speak to some more vulnerable consumers to make sure their complaints are resolved.
When performing their duties, a Triage Officer uses their knowledge of telecommunications industry products and services, their knowledge and application of legal principles and good industry practice.
Among other things, for this role, we are looking for people with the following characteristics:
The TIO respects and welcomes all kinds of diversities and is 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 see attached.
If you have any questions regarding this role, please email [email protected], using the subject line: Triage Officers enquiry via EthicalJobs.