Telecommunications Industry Ombudsman | Service And Escalated Complaints Specialist
Vor 7 Tagen
Service and Escalated Complaints Specialist At 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.
You'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 process.
Providing feedback about call quality to people leaders and reporting on trends.
Building trust and maintaining strong stakeholder relationships.
You 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 manner.
Understanding of ADR and procedural fairness.
About the Team
The 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.
To Apply
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
If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email
Applications close Sunday, 5 January 2025 11.59 pm AEST
Please note, applications may close prior to the deadline.
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