Manager, Reviews and Complex Cases
Manager, Reviews and Complex Cases
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Job Description
At theTelecommunications Industry Ombudsman (TIO) were all about fairness transparency and helping people navigate the tricky stuff when phone and internet complaints get complicated. Were looking for a forward-thinking leader to take charge of our Reviews and Complex Cases team and help shape the future of dispute resolution in Australia.
This isnt just a leadership role. Its a chance to influence systems empower people and make a real difference.
Why the TIO
Were purpose-driven values-led and proud of our inclusive and supportive culture.
At the TIO youll find:
- A flexible supportive workplace where people thrive.
- A team that values diversity wellbeing and continuous learning.
- A chance to lead meaningful work that improves outcomes for consumers and industry.
Description
What Youll Be Doing
- Leading a talented team of Review Officers and Senior Resolution Officers.
- Making fair timely decisions on complex complaints under delegation from and on behalf of the Ombudsman.
- Collaborating across teams to improve processes and reduce systemic issues.
- Driving innovation continuous improvement and organisational learning.
- Building strong relationships with regulators and internal stakeholders.
Skills And Experiences
What You Bring
- Demonstrated experience in alternative dispute resolution (ADR) and complex case management including sound decision making
- Proven leadership skills with a focus on coaching collaboration and inclusive culture.
- Strategic thinking and a solutions-focused mindset.
- Excellent communication skills and a commitment to fairness.
- A curious resilient and adaptable approach to change.
Bonus if youve got a legal background or extensive experience working in an external dispute resolution scheme but we value mindset and impact just as much.
Ready to lead with purpose and help us build a fairer future Wed love to hear from you.
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 a detailed position description please paste this link into the browser: close: Friday 25 July 2025 5.00pm AEST
Please note applications may close prior to the deadline.
If you have any questions regarding this role or would like to enquire about reasonable adjustments please email
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
- Compliance Management
- Administrative Functions
- Oversight
- Administrative Activities
- Administrative Tasks
- Budget Preparation
- Facilities Management
- Daily Operations
- Account Management
- General Ledger Accounts
- Personnel Files
- Administrative Management
- Financial Statements
- Administrative Operations
- Annual Budget
