Early Resolution Officer

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services.

The TIO’s purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes.

The TIO has 4 core Values which underpin our purpose:

• Fairness
• Integrity
• Excellence
• Collaboration

The TIO is a diverse work place and as an employer we provide a safe and inclusive workplace to all employees and jobseekers regardless of: race, colour, gender, sexual preference, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, political opinion, national extraction or social origin.

To ensure our commitment to our community the TIO will make reasonable adjustments to allow our workplace to be inclusive including:

• Hybrid working environment
• Part time or reduced hours
• Modifying the workplace to improve accessibility
• Modifying equipment and devices
• Any other changes which promote diversity and inclusion

Please contact our Careers team at *******@tio.com.au about any reasonable adjustments. 

About Your Role

Are you passionate about helping consumers resolve issues with their telco services? Join our dynamic Early Resolution (ER) team, the frontline heroes who swoop in to save the day when customers hit roadblocks with their service providers!

As a member of ER, you'll be the friendly face (or voice) that customers turn to when they've hit a snag with their telecom services. Whether it's a phone call, an email, or even a good old-fashioned letter, you'll be there to listen, empathise, and take action.

Your mission? To swiftly assess each complaint, determine if it falls within the realm of the Telecommunications Industry Ombudsman (TIO). You'll need to think on your feet, responding to consumers with clarity and respect.

If you're someone with strong verbal and written communication skills, who thrives on interpreting information and making quick, effective decisions, we want you on our team!

Join us in this hybrid and casual role, where you'll have the opportunity to make a difference every day. Apply now and become a part of our dedicated team!
 

Responsibilities:

• Engage with consumers and members, actively listening to their concerns and needs.
• Strategically assess each interaction to determine the most effective approach for resolution.
• Ensure complaints align with the TIO's jurisdiction, handling them accordingly.
• Maintain meticulous records to facilitate seamless collaboration among colleagues.
• Foster a respectful, inclusive environment, escalating issues when necessary and delivering exceptional and empathetic customer service across various channels.

Essential Requirements:

• Minimum 2 years of experience in a similar role, demonstrating proficiency.
• Exceptional written and oral communication skills essential for effective communication.
• Ability to approach complex problems logically and critically, with an inquiring mindset to identify underlying causes.
• Strong decision-making skills, capable of confidently navigating through various circumstances and rules in a respectful and empathetic manner.
• Proficiency in Microsoft Office and CRM programs required.

Desirable Skills and Qualifications:

• Autonomous, self-motivated individual capable of thriving in a hybrid work environment.
• Demonstrates respect, flexibility, positivity, readiness for change, and a growth mindset.
• Previous experience in customer service roles, such as call centres, retail, or hospitality, is preferred.

To Apply:

If you're passionate about joining an organisation dedicated to fairness and integrity within the telecommunications industry, and one that deeply cares about its people, apply now for the Early Resolution Officer position at the TIO.

For a detailed position description please paste this link into the browser https://bit.ly/3UXLRq8

Please include as part of your application a copy of your resume and a one-page cover letter addressing the key capabilities of the role and a reflection on how our values resonate with you.

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

Applications close 11:59 pm ADST, Friday, 15 March 2024.

Please note that applications may close before the stated deadline. We will be conducting interviews while this job ad is active and may fill the positions before the stated deadline. We encourage interested candidates to apply promptly to ensure consideration for the role.