Job Description

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Team Leader Early Resolution

Advertiser: Telecommunications Industry Ombudsman2.9 out of 52.9 overall rating (18 employee reviews) More jobs from this company

Job Information

Job Listing Date
6 Aug 2019
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Call Centre & Customer Service, Supervisors/Team Leaders

Team Leader Early Resolution

Team Leader Early Resolution

  • Great opportunity to demonstrate coaching and leadership in a customer focused environment.
  • CBD location - close to public transport
  • Competitive salary with NFP Rebatable Employer Benefits

At the Telecommunications Industry Ombudsman our vision is to deliver an exceptional telecommunications dispute resolution service for consumers, service providers and the Australian community. We show people a clear way forward when they have a dispute about their phone or internet.

The Role:

The Early Resolution group is responsible for handling the first line of enquiries and complaints and dealing with complaints when parties did not achieve a resolution.

Our Team Leader’s are responsible for leading our teams to inspire, develop and engage our officers to deliver efficient and effective service to the Australian public and the Telecommunications Industry. Our leaders enable our officers to effectively respond to calls and emails through team work, coaching, individual development and constantly innovating.

We ask our leaders to:

  • Support team members to contribute to achieving excellence in dispute resolution and the achievement of the TIO goals
  • Review and coach team members on service quality to improve individual capability and customer experience
  • Analyse and interpret operational data to make resourcing decisions to enable accessibility, meet customer demand and identify trending complaint issues
  • Challenge the process by encouraging a culture of innovation and continuous improvement
  • We take our work seriously, but try to have a bit of fun at work too!

 Your skills and experience:

  • Strong ability to inspire and engage others by modelling the way and inspiring a shared vision
  • Strong coaching capability
  • Leading people and delivering service during times of change and when demands are unpredictable
  • Ability to interpret data and reporting
  • Highly developed verbal and written communication skills as well as strong interpersonal skills
  • Knowledge of the telecommunications, regulated industries, or complaints other operational environments is desirable
  • Bachelor degree or higher in a relevant discipline, such as management, law or commerce is desirable

The benefits of working with us

You will enjoy a variety of benefits working at the Telecommunications Industry Ombudsman including: 28 days of annual leave, flexible working including working from home, competitive remuneration, a friendly work environment within a modern open plan office with excellent amenities, meeting rooms and ample breakout spaces.

We support professional development, have an active Social Club and Wellbeing program. As a Rebatable Employer, you will also have access to additional salary packaging benefits. 

How to apply:

For a detailed position description please paste this link into the browser https://bit.ly/2XMFEgB

Applications must include a current resume and a covering letter that addresses the ‘Person Specification’ criteria listed in the Position Description for this role. Please note, applications that fail to address these criteria will not be considered.

If you have any questions regarding the role please email hr@tio.com.au

The Telecommunications Industry Ombudsman is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment.

We encourage Aboriginal and Torres Strait Islanders, people with different cultural backgrounds, and people with disabilities to apply.

Previous applicants to this TIO role need not apply.

Applications close 11:55 pm, Tuesday 20 August 2019

logo

Team Leader Early Resolution

  • Great opportunity to demonstrate coaching and leadership in a customer focused environment.
  • CBD location - close to public transport
  • Competitive salary with NFP Rebatable Employer Benefits

At the Telecommunications Industry Ombudsman our vision is to deliver an exceptional telecommunications dispute resolution service for consumers, service providers and the Australian community. We show people a clear way forward when they have a dispute about their phone or internet.

The Role:

The Early Resolution group is responsible for handling the first line of enquiries and complaints and dealing with complaints when parties did not achieve a resolution.

Our Team Leader’s are responsible for leading our teams to inspire, develop and engage our officers to deliver efficient and effective service to the Australian public and the Telecommunications Industry. Our leaders enable our officers to effectively respond to calls and emails through team work, coaching, individual development and constantly innovating.

We ask our leaders to:

  • Support team members to contribute to achieving excellence in dispute resolution and the achievement of the TIO goals
  • Review and coach team members on service quality to improve individual capability and customer experience
  • Analyse and interpret operational data to make resourcing decisions to enable accessibility, meet customer demand and identify trending complaint issues
  • Challenge the process by encouraging a culture of innovation and continuous improvement
  • We take our work seriously, but try to have a bit of fun at work too!

 Your skills and experience:

  • Strong ability to inspire and engage others by modelling the way and inspiring a shared vision
  • Strong coaching capability
  • Leading people and delivering service during times of change and when demands are unpredictable
  • Ability to interpret data and reporting
  • Highly developed verbal and written communication skills as well as strong interpersonal skills
  • Knowledge of the telecommunications, regulated industries, or complaints other operational environments is desirable
  • Bachelor degree or higher in a relevant discipline, such as management, law or commerce is desirable

The benefits of working with us

You will enjoy a variety of benefits working at the Telecommunications Industry Ombudsman including: 28 days of annual leave, flexible working including working from home, competitive remuneration, a friendly work environment within a modern open plan office with excellent amenities, meeting rooms and ample breakout spaces.

We support professional development, have an active Social Club and Wellbeing program. As a Rebatable Employer, you will also have access to additional salary packaging benefits. 

How to apply:

For a detailed position description please paste this link into the browser https://bit.ly/2XMFEgB

Applications must include a current resume and a covering letter that addresses the ‘Person Specification’ criteria listed in the Position Description for this role. Please note, applications that fail to address these criteria will not be considered.

If you have any questions regarding the role please email hr@tio.com.au

The Telecommunications Industry Ombudsman is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment.

We encourage Aboriginal and Torres Strait Islanders, people with different cultural backgrounds, and people with disabilities to apply.

Previous applicants to this TIO role need not apply.

Applications close 11:55 pm, Tuesday 20 August 2019

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a manager / team lead?
  • What's your expected annual base salary?

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