Head Of Service Delivery
vor 2 Monaten
Job Category: Call Centre and Customer Service
Our mission is to provide a robust and efficient alternative dispute resolution service for the telecommunications industry and its consumers.
Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration.
We are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.
To uphold this commitment, the Telecommunications Industry Ombudsman (TIO) implements reasonable adjustments to promote inclusivity.
Job Description About You and the Role Reporting to the Executive General Manager, Operational Excellence, you will bring an end-to-end focus to our service delivery operating model and enhance the experience of our consumers and members by evolving and embedding clear and consistent expectations and performance standards.
As an important member of the Operational Excellence senior leadership team, you'll contribute to the strategic and operational planning and performance of the Group.
You are a passionate, hands-on leader and adopt a collaborative, project management approach to continuous improvement.
You've demonstrated your ability to bring leaders and their teams together to share information, problem solve, and deliver a valuable service.
Responsibilities Lead three established and knowledgeable leaders with oversight of their early resolution, dispute resolution, and review teams that deliver a fair, accessible, and efficient service delivery model for the benefit of consumers, members, and our people.
Provide advice and guidance to leaders to assist with drafting decisions and build Group understanding of how complaints and emerging issues should be dealt with considering fairness, relevant laws, codes, and industry practices.
Embed and evolve Group understanding of the Operational Excellence quality framework with oversight of the monitoring, adherence to, and continuous improvement of this framework.
Support leaders to onboard new team members, set expectations, measure performance and quality, identify and recognise high performance and potential, embed development plans, and work collaboratively to deliver valued consumer experience across the service delivery workflow.
Allocate resources, establish workflows, and respond to demand.
Assess complaint trends and recommend approaches to further enhance complaint management.
Provide insights to the Policy and Systemic Issues team about emerging complaint trends.
Identify opportunities to ensure that systems, procedures, and methodologies work effectively and contribute to the development of guidance materials, policies, procedures and methodologies, training materials, and knowledge resources to support outstanding service delivery.
Represent the TIO at conferences, industry and regulatory forums.
Desired Skills and Experience Extensive senior leadership experience in a service delivery role.
Demonstrated experience leading and coaching high-performance teams that leverage trust, transparency, commitment, and accountability to deliver valued services to the community.
Extensive experience with alternative dispute resolution (ADR) processes including the application of ADR techniques to achieve prompt, appropriate resolution and outcomes.
Experience leading transformational change programs with demonstrated analytical and conceptual skills applied to the development of strategies and frameworks that deliver positive and innovative customer-focused solutions.
A team player who develops collaborative internal and external relationships, manages diverse stakeholder expectations, aligns teams with organizational goals and values, and exercises sound judgment and discretion when responding to sensitive and complex issues.
Highly developed understanding of fairness, relevant legislation, regulations, and industry regulatory bodies, and their relationships with alternative dispute resolution schemes.
Sound strategic, business planning, and financial management skills.
An effective communicator who prepares and writes concise advice and decisions in plain English.
A self-reflective leader, with an optimistic and curious mindset and an emphasis on fostering positive, inclusive, and psychologically safe working environments.
About the Team Our Operational Excellence team is collaborative and focused on delivering a valuable service for consumers and members.
We look after end-to-end complaints handling for consumers and small businesses who are unable to resolve their phone and internet problems with their provider.
We are committed to fairness.
We value diverse perspectives and continuous improvement so we can support the evolving needs of the communities that we serve.
To Apply Please include as part of your application a cover letter that addresses the "essential requirements" of this role advertisement and share which of our values resonates with you and why.
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 11:59 pm AEST on Monday, 14 October 2024.
Please note, applications may close prior to the deadline.
Telecommunications Industry Ombudsman Limited
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