Job Description

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Senior Resolution Officer

Advertiser: Telecommunications Industry Ombudsman3.2 out of 53.2 overall rating (22 employee reviews) More jobs from this company

Job Information

Job Listing Date
9 Jan 2020
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Legal, Litigation & Dispute Resolution

Senior Resolution Officer

A great opportunity for an experienced dispute resolution professional to take the next step, working for Australia’s largest Industry Ombudsman.

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services. Most complaints that come to the TIO are resolved between the parties. To resolve complaints, the TIO uses a wide range of dispute resolution techniques including conciliation and investigation.

The TIO is not for profit, and independent of the Government, industry, and consumer groups.

The TIO purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes. Achieving the purpose will contribute to enhanced community confidence in the telecommunications industry.

Your role

This position is a three-year fixed term, full time role.

The Senior Resolution Officer contributes to the TIO’s dispute resolution by:

  • Managing a caseload of complaints by applying alternative dispute resolution principles and methodologies to resolve disputes
  • Undertaking investigations for unresolved and often complex cases by collecting and analysing information
  • Supporting Dispute Resolution Officers to balance workloads
  • Dealing with escalated, complex and demanding matters
  • Working with the Lead Investigator, assisting with coaching and guidance for Dispute Resolution Officers on dispute resolution, case management, decision making, writing and technical matters
  • Working with the Learning & Development officer, contribute to capability building, learning and development and skills building to address capability gaps, increase employee engagement and develop a learning culture

Your skills and experience:

  • An understanding of procedural fairness in relation to the role of an industry Ombudsman
  • A sound knowledge of mediation and conciliation practices
  • Knowledge of key legislation including the Australian Consumer Law and Privacy Act 1988
  • Good decision-making ability and a strong attention to detail
  • Ability to quickly identify and address core issues in a dispute
  • The ability to read and interpret financial statements will be highly regarded
  • Ability to handle and resolve cases efficiently and effectively, meeting both quality and productivity targets
  • Tertiary Qualification in a relevant discipline, or significant experience in consumer complaints, telecommunications or dispute resolution
  • Experience in investigating and managing complex complaints

The benefits of working with us

We are a not for profit non-government organisation that provides an independent dispute resolution service for small businesses and residential consumers who have a complaint about their telephone or internet service in Australia. Our values are Integrity, Collaboration and Excellence.

You will enjoy a variety of benefits, including 28 days of annual leave. As a Rebatable Employer, you have access to additional salary packaging benefits. 

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

Applications must include a current CV and a covering letter which addresses the “Person Specification” criteria listed in the Position Description for this role. Please note, applications that fail to address the Person Specifications will not be considered.

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

The TIO 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.

Applications close 5:30 pm, Friday, 31 January 2020

logo

A great opportunity for an experienced dispute resolution professional to take the next step, working for Australia’s largest Industry Ombudsman.

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services. Most complaints that come to the TIO are resolved between the parties. To resolve complaints, the TIO uses a wide range of dispute resolution techniques including conciliation and investigation.

The TIO is not for profit, and independent of the Government, industry, and consumer groups.

The TIO purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes. Achieving the purpose will contribute to enhanced community confidence in the telecommunications industry.

Your role

This position is a three-year fixed term, full time role.

The Senior Resolution Officer contributes to the TIO’s dispute resolution by:

  • Managing a caseload of complaints by applying alternative dispute resolution principles and methodologies to resolve disputes
  • Undertaking investigations for unresolved and often complex cases by collecting and analysing information
  • Supporting Dispute Resolution Officers to balance workloads
  • Dealing with escalated, complex and demanding matters
  • Working with the Lead Investigator, assisting with coaching and guidance for Dispute Resolution Officers on dispute resolution, case management, decision making, writing and technical matters
  • Working with the Learning & Development officer, contribute to capability building, learning and development and skills building to address capability gaps, increase employee engagement and develop a learning culture

Your skills and experience:

  • An understanding of procedural fairness in relation to the role of an industry Ombudsman
  • A sound knowledge of mediation and conciliation practices
  • Knowledge of key legislation including the Australian Consumer Law and Privacy Act 1988
  • Good decision-making ability and a strong attention to detail
  • Ability to quickly identify and address core issues in a dispute
  • The ability to read and interpret financial statements will be highly regarded
  • Ability to handle and resolve cases efficiently and effectively, meeting both quality and productivity targets
  • Tertiary Qualification in a relevant discipline, or significant experience in consumer complaints, telecommunications or dispute resolution
  • Experience in investigating and managing complex complaints

The benefits of working with us

We are a not for profit non-government organisation that provides an independent dispute resolution service for small businesses and residential consumers who have a complaint about their telephone or internet service in Australia. Our values are Integrity, Collaboration and Excellence.

You will enjoy a variety of benefits, including 28 days of annual leave. As a Rebatable Employer, you have access to additional salary packaging benefits. 

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

Applications must include a current CV and a covering letter which addresses the “Person Specification” criteria listed in the Position Description for this role. Please note, applications that fail to address the Person Specifications will not be considered.

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

The TIO 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.

Applications close 5:30 pm, Friday, 31 January 2020

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?

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