Senior Resolution Officer
Senior Resolution Officer
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Job Description
At the Telecommunications Industry Ombudsman we are committed to fostering a diverse workplace where everyone regardless of identity feels safe and included.
The TIOs vision is for a fair and accessible communications market for Australia. We are connecting people building trust and delivering fairness. Within the role of Senior Resolution Officer (SRO) youll support the Operational Excellence function of the TIO by helping to uplift a team of 810 Dispute Resolution Officers (DRO) to resolve complaints using a range of alternative dispute resolution techniques.
Description
Job Description
Reporting to the Lead Investigator youll play a key role in helping your colleagues to develop as conciliators and investigators contributing to the TIOs complaint handling process. You will have ownership over upskilling your team assessing performance and providing constructive feedback.
Youll bring your coaching and people management skills to the forefront as you support your team in managing their own caseloads while you flex your skills handling complex cases. You will be motivated to create an engaged one team dynamic fostering an environment of development.
Your primary responsibilities will include:
- Case Management of escalated complex and highimpact complaints involving multifaceted issues advanced technological systems or demanding stakeholders.
- Coaching DROs through their complaint handling providing guidance on their case management decision making and writing skills.
Skills And Experiences
Skills and Experience
Youll possess a curious and growth centred mindset. Youll maintain exceptional written and verbal communication skills having the ability to review your teams skills in synthesising complex information into simple ideas.
To be successful in this role you will need to:
- Demonstratable investigation complaint handling or conciliation skills
- Ability to identify key issues in complex disputes and make sound decisions
- Sound knowledge of Australian Consumer Law and the Privacy Act 1988
- Demonstrable ability to effectively communicate build rapport and influence outcomes.
- Superior writing skills with a high attention to detail
- Ability to interpret legislation regulations codes and financial statements
About the Team
The Operational Excellence group which encompasses Early Resolution and Dispute Resolution are in integral component to how we function. This team is responsible for the endtoend handling of complaints from the community about their telecommunications service providers.
The TIOs 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 parttime or reduced hours a hybrid work model workplace accessibility modifications adjustments to equipment and devices engagement in codesign 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 by highlighting your experience in key responsibilities and how you meet the skills and qualifications contained in the position description.
To view and download the position description please copy this link into your browser: part of the selection criteria shortlisted applicants may be invited to participate in an online written assessment.
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 18 May 2025 11.59pm AEST
Please note applications may close prior to the deadline.
Required Experience:
Senior IC
Employment Type
Full-Time
