Triage Resolution Officer

• 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 Triage Resolution Officer is an integral role within the Triage team. This role is primarily responsible for supporting the fast track process which includes analysing customer complaints to determine the best course of action, and managing a portfolio of cases.

When performing their duties, a Triage Resolution Officer uses their knowledge of telecommunications industry products and services, their knowledge and application of legal principles and good industry practice, including industry and regulatory codes and their knowledge and skills in ADR frameworks

The Triage Resolution officer will undertake work across the end-to-end complaint handling process (from Fast Track to Escalation levels) including:

• Receiving complaints via the Early Resolution team from consumers regarding their telecommunications providers
• Resolve complaints via the fast track process, conciliation and Alternative Dispute Resolution (ADR) best practices

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 key legislation including the Australian Consumer Law and Privacy Act 1988 and the Telecommunications regulatory regime
• Interpersonal skills and an ability to work as part of a team
• Demonstrated ability to analyse information and make sound decisions
• Excellent written and verbal communication skills
• PC literacy - MS Word, Excel, email, internet
• Knowledge of alternative dispute resolution principles and methods
• Conciliation skills
• Endeavours to understand consumer’s and stakeholders’ perspective and recognises their importance and value to the organisation
• Takes accountability and ownership of tasks and prioritises tasks to effectively manage workload 
• 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 (highly 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 Triage 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/359Kv0p

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

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