Introduction

At the Telecommunications Industry Ombudsman, we are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.

The TIO’s vision is for a fair and accessible communications market for Australia. We are connecting people, building trust and delivering fairness. Within this role as a Dispute Resolution Officer (‘DRO’), you’ll support the Operational Excellence function of the TIO by stepping in to help resolve previously unresolved complaints using a range of alternative dispute resolution techniques.

Job Description

Reporting to the Lead Investigator you’ll play a key role in handling complaints from consumers of telecommunications services investigating, conciliating and making sound decisions on their issues. Working with a supportive but empowering team you will have ownership over your cases and work to educate consumers by being accessible and engaging throughout the dispute resolution process.

You’ll be motivated to consistently deliver fair outcomes by remaining impartial and going the extra mile for the community we serve. You’ll become an expert at navigating the complexities of helping vulnerable consumers with empathy through our process while maintaining a lens on legislative requirements.

Your primary responsibilities will include:

• Assessing whether a complaint is within our jurisdiction
• Identifying key issues arising from a dispute, gathering and analysing relevant information (both verbal and written) and deciding whether a proposed outcome is in accordance with our fairness framework
• Applying various alternative dispute resolution methodologies to successfully resolve disputes in a timely manner
• Undertaking formal investigations and problem solving multiple complaint issues simultaneously
• Interpreting and understanding various Codes, Regulations and Legislation that may be relevant to your particular complaint

Desired Skills and Experience

You’ll possess a curious and growth centred mindset. You’ll maintain exceptional written and verbal communication skills having the ability to synthesise complex information into simple ideas. Your ability to problem solve and use logical reasoning in your investigations and decisions will be unparalleled.

To be successful in this role you will need:

• Demonstratable investigation, complaint handling or consumer focused experience
• Demonstrable ability to effectively communicate, build rapport, and influence outcomes
• Ability to prioritise work and manage multiple cases at different stages of the complaints process simultaneously
• Excellent written and verbal communication skills while dealing with complex topics
• Willingness to learn, adapt and be proactive
• Alternative dispute resolution skills

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 end-to-end handling of complaints from the community about their telecommunications service providers.

The TIO’s 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 part-time or reduced hours, a hybrid work model, workplace accessibility modifications, adjustments to equipment and devices, engagement in co-design 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
• An explanation on which of our values resonates with your most and why

For a detailed position description please paste this link into the browser https://bit.ly/42ppqwi

As part of the selection criteria, shortlisted applicants may be invited to participate in an online written assessment.

Total remuneration for this role is $102,315 inclusive of super.

If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email [email protected]

Applications close Monday, 7 July 2025 11.59pm AEST

Please note, applications may close prior to the deadline.