Assistant Ombudsman, Early Resolution - Telecommunications Industry

Opportunity to lead a progressive, highly engaged & collaborative business unit, Purpose led NFP who cares about its people as it does those who use its services, Docklands based, competitive rem, 28 days annual leave and flexible working.

  • Opportunity to lead a progressive, highly engaged and collaborative business unit
  • Work in a purpose led NFP who cares as much about its people as it does those who use its services
  • Docklands based and competitive remuneration including 28 days annual leave & flexible working

About the Telecommunications Industry Ombudsman (TIO)

The TIO offers a free and independent service for resolving complaints about telephone or internet services. Most complaints that come to the TIO are resolved between the parties. To resolve complaints, the TIO uses a wide range of dispute resolution techniques including conciliation and investigation.

The TIO was established in 1993 and legislation requires telco providers to join the scheme. The TIO is not for profit, and independent of the Government, telecommunications providers, and consumers.

The TIOs purpose is to provide an exceptional, fair, independent and accessible dispute resolution service for the telecommunications industry that complies with industry benchmarks.

Reporting directly to the Ombudsman, this senior leadership opportunity is available now and we invite inspirational and appropriately experienced and skilled leaders to apply who will foster our workplace culture, engage our people and drive even more efficient and effective independent dispute resolution services for consumers, small business and members across Australia.

The role

The Assistant Ombudsman Early Resolution (AO-ER) heads the Early Resolution Group and is primarily accountable for ensuring the TIOs complaint handling process is independent, fair and accessible.

The role includes responsibility for:

  • planning and implementing strategies for continuous improvement of customer service
  • achieving timely and responsive management of a large contact centre (90 seats)
  • providing proactive leadership to the ER Leadership Team & set them up for success
  • Leadership of and support for the ER Team to ensure our people are engaged, developed & productive
  • managing performance and efficiency, including budgeting and resource planning

The AO-ER works closely with the other Assistant Ombudsman to achieve TIOs mission of delivering an exceptional external dispute resolution service in the telecommunications industry.

As a key member of the TIO Senior Leadership Team reporting to the Ombudsman, the AO-ER contributes to strategic and operational planning, risk management, and the overall performance and reputation of the TIO.

As AO-ER, you will be helping to make an impact on the Australian community and helping to make a positive impact on our people, the people that drive this organisation forward and provide a service of excellence.

Your application

Applications must include a current CV and a covering letter which addresses the Person Specification criteria listed in the Position Description for this role. Please note, applications that fail to address the Person Specification Criteria will not be considered.

TIO is a mid-size and culturally diverse organisation. Equity, inclusion, diversity and safety are integral to our People & Culture vision and ongoing success as a purpose-led organisation. We strongly encourage Aboriginal and Torres Strait Islanders peoples; people from different cultural backgrounds and people with disabilities to apply.

Applications by 5:30pm Friday, 15 November 2019

04/11/2019 $0 CBD & Inner Suburbs 1 CEO & General Management
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