Service And Escalated Complaints Specialist
Vor 2 Tagen
Service and Escalated Complaints SpecialistPosted: 18/12/2024Closing Date: 05/01/2025Job Type: Permanent - Full TimeJob Category: Call Centre and Customer ServiceAt the Telecommunications Industry Ombudsman, we are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.The TIO's vision is for a fair and accessible communications market for Australia. We are connecting people, building trust and delivering fairness. Within this role as Service and Escalated Complaints Specialist, you'll support the Operational Excellence function of the TIO by investigating, actioning and responding to complaints from the community we serve and our members about how we have managed their complaints.Job DescriptionYou'll report to the User and Service Excellence Partner to identify any gaps with our service. You'll monitor our service by monitoring telephone interactions maintaining a high standard.You'll be a key member of our team, ensuring we are consistently meeting our service standards working with leaders to build capability in areas it may be lacking.Your primary responsibilities will include:Investigating and responding to complaints about our management of their complaint through our processProviding feedback about call quality to people leaders and reporting on trendsBuilding trust and maintaining strong stakeholder relationshipsDesired Skills and ExperienceYou will possess a curious nature and open mindset. You will have the ability to empathise with vulnerable parties while maintaining your professionalism and impartiality.To be successful in this role you will need:Bachelor's degree or higher in a relevant discipline, such as Business, Communications, or Management (Desirable)Experience with investigating complaints in a fair and impartial mannerUnderstanding of ADR and procedural fairnessAbout the TeamThe Operational Excellence group which encompasses Early Resolution and Dispute Resolution are an integral component to how we function. This team is responsible for the end-to-end handling of complaints from the community about their telecommunications service providers.The TIO's purpose is to resolve complaints fairly and drive improvement in a dynamic communications sector. Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration.To uphold this commitment, the TIO implements reasonable adjustments to promote inclusivity, including part-time or reduced hours, a hybrid work model, workplace accessibility modifications, adjustments to equipment and devices, engagement in co-design practices, and being open to other measures that support every person in our organisation to thrive.Please include as part of your application a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website www.tio.com.au/about-us.If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email ****** close Sunday, 5 January 2025 11.59pm AESTPlease note, applications may close prior to the deadline.Telecommunications Industry Ombudsman Limited
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