Early Resolution Officer - Permanent
Early Resolution Officer - Permanent
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Job Description
Are you ready to help customers overcome telco challenges and make a real impactIf you are wed love to hear from you.
Were looking for passionate problem-solvers to join our Early Resolution team in a permanent ongoing role.
As a member of the Early Resolution team youll be the friendly face (or voice) that customers turn to when theyve hit a snag with their phone and internet services. Whether its a phone call an email or even a good old-fashioned letter youll be there to listen empathise and take action. Your mission To swiftly assess each complaint and determine if it falls within the scope of the Telecommunications Industry Ombudsman (TIO). Youll need to think on your feet responding to customers with clarity and respect.
If youre someone with strong verbal and written communication skills that can be adapted to suit your audience tech savvy and able to multitask by interpreting information and making quick effective decisions we want you on our team! Join us in this hybrid role where youll have the opportunity to make a difference every day.
Please note that shifts will be between 8am and 8pm Monday to Friday. We want to set you up for success hence during the induction and training period you will be required to work onsite for approximately 4 months. Hybrid arrangement will be provided post the initial 4-month timeline.
Description
What will you be doing:
- Engage with consumers and members actively listening to their concerns and needs.
- Strategically assess each interaction to determine the most effective approach for resolution.
- Ensure complaints align with the TIOs jurisdiction handling them accordingly.
- Maintain meticulous records to facilitate seamless collaboration among colleagues.
- Foster a respectful inclusive environment escalating issues when necessary and delivering exceptional and empathetic customer service across various channels.
Skills And Experiences
What you bring:
- Minimum 2 years of experience in a similar role demonstrating proficiency.
- Exceptional written and oral communication skills essential for effective communication that is tailored to suit your audience.
- Ability to approach complex problems logically and critically with an inquiring mindset to identify underlying causes.
- Strong decision-making skills capable of confidently navigating through various circumstances and rules in a respectful and empathetic manner.
- Proficiency in Microsoft Office and CRM programs required.
Desirable Skills and Qualifications:
- Autonomous self-motivated individual capable of thriving in a hybrid work environment.
- Demonstrates respect flexibility positivity readiness for change and a growth mindset.
- Previous experience in customer service roles such as call centres retail or hospitality is preferred.
Ready to be a frontline hero Apply now and join our dedicated team!
For a detailed position description please paste this link into the browser attach a copy of your resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.
If you have any questions regarding this role please email .
Applications close Thursday 4 September 2025 11.59pm AEST. Please note applications may close prior to the deadline.
Why The TIO
Were a not-for-profit with a big heart and a clear purpose delivering fair independent and accessible dispute resolution services. Our culture is inclusive flexible and were serious about supporting our people to thrive.
We offer:
- Flexible work arrangements that support work-life balance
- Wellbeing initiatives capability development and resources to help you flourish
- A culture that values psychological safety empathy fairness and respect
- Opportunities to lead meaningful change in how we care for our people
Diversity & Inclusion
We celebrate diversity and encourage everyone to bring their authentic selves to work. Whoever you are however you identify youre welcome here. Were committed to creating a workplace where everyone feels respected supported and empowered.
For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website
Required Experience:
Unclear Seniority
Employment Type
Full-Time
