Job Category: Call Centre and Customer Service, Legal
Join us at the TIO in our next intake of Dispute Resolution Officers. If you are:
have experience in the legal industry,a law graduate looking for something different, orjust have a demonstrable passion for fairness and independence, this may be the perfect opportunity for you!About the TIO Our mission is to provide a robust and efficient alternative dispute resolution service for the telecommunications industry and its consumers. Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration.
We are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.
To uphold this commitment, the Telecommunications Industry Ombudsman (TIO) implements reasonable adjustments to promote inclusivity, including part-time or reduced hours, a hybrid work model, and workplace accessibility modifications, that support team members to thrive.
As an employee of the TIO, you'll also get access to:
28 days of annual leaveSalary sacrificing optionsFlexible hybrid workPurchased annual leave options every yearCentral office location, near Southern Cross Station, with end of trip facilities.Job DescriptionYour role as a Dispute Resolution Officer (DRO) Working in the Operational Excellence space, the Dispute Resolution Officer (DRO) role handles unresolved complaints from consumers about telecommunication providers. Case managers use a range of dispute resolution techniques (including negotiation, conciliation and making decisions) to resolve complaints.
DROs may need to undertake work across the end-to-end complaint handling process - from enquiry to escalation levels.
Some tasks may include, but are not limited to:
Assessing whether a complaint is within TIO's jurisdictionIdentify key issues arising from a dispute, gather and analyse relevant information (both verbal and written) and decide whether a proposed outcome is in accordance with our fairness frameworkApply dispute resolution methodologies including conciliations between service providers and consumersEmploy negotiation and problem-solving skills to facilitate the appropriate resolution of disputesUndertake formal investigations via assessment of information and providing accurate outcomes to all parties involvedDesired Skills and ExperienceAbout you We are looking for people who have the following skills and experience:
Relevant Alternative Dispute Resolution, legal or demonstrable complaint handling experienceAbility to manage time and prioritise workDemonstrated ability to analyse information and make sound decisionsExcellent written and verbal communication skillsTertiary degree or equivalent qualification – desirableNegotiation, mediation or conciliation skills – desirablePlease 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.
As part of the selection criteria, shortlisted applicants may be invited to participate in an online skills assessment.
For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website www.tio.com.au/about-us If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email Please note, applications may close prior to the deadline.
Telecommunications Industry Ombudsman Limited
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