Early Resolution Officer

Customer service call centre work with a not for profit in the telco industry, Work from home, later to be at Docklands Melbourne close to public transport, Multiple ongoing casual positions, Monday to Friday.

  • Customer service call centre work with a not for profit in the telco industry
  • Work from home, later to be at Docklands Melbourne close to public transport
  • Multiple ongoing casual positions, Monday to Friday
  • Work will be scheduled between 8am and 8pm

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services. To resolve complaints, the TIO uses a wide range of dispute resolution techniques including conciliation and investigation.

The TIO is not for profit, and independent of the Government, industry, and consumer groups.

The TIO purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes. Achieving the purpose will contribute to enhanced community confidence in the telecommunications industry.

If a consumer has a problem with their phone or internet service and they havent been able to resolve it with their service provider, they can contact the TIO. Consumers and members may contact us through phone, website, email or post, with more channels to come.

Each of these initial contacts are managed by Early Resolution Officers.

Your role

As an Early Resolution Officer, you will be using your highly developed communication and written skills to respond to consumer complaints both over the phone and by email. You will use excellent problem solving skills to assess complaints and determine if the matter is in the TIO jurisdiction.

You'll educate and guide consumers through the complaint process whilst adapting your communication skills to meet consumer needs.

This role isn't just about complaints, it's about providing quality interactions with consumers and ensuring their complaint is captured professionally and accurately. The information an ERO records on a complaint is used by the Dispute Resolution Group (who will look into unresolved complaints in more detail), is relied on for our regular complaints reports, informs systemic investigations and submissions and highlights areas where industry can improve.

We are seeking applications for multiple ongoing casual positions.

In the office, the dress code is dress for your day.

Your skills and experience:

With a natural passion for people you will have a minimum of two years quality customer service experience. This might be working in a service role in a contact centre, in retail, or in a customer facing role in hospitality.

You will be a confident communicator with the ability to quickly adjust your communication style to meet the needs of consumers as well demonstrate independence and the ability to remain impartial.

It would be an advantage if you have previously worked in a regulatory based environment such as an Ombudsman scheme but it is not necessary.

The benefits of working with us

We are a not for profit non-government organisation that provides an independent dispute resolution service for small businesses and residential consumers who have a complaint about their telephone or internet service in Australia. Our values are DREAM - Dare to be great, Respect and inspire, Evolve and grow, Appreciate and celebrate, Make it easy.

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

As part of the screening process, complete a satisfactory National Police Check, sign our Code of Conduct, and where necessary undergo psychometric and other testing.

During this lockdown period, we will offer a remote (online and phone) week-long induction and training period. You will be required to work from home, until such time as we can reopen our Docklands office for regular work.

We offer a friendly, social and supportive team environment. In our office, free fruit is provided twice a week, there is subsidised onsite massage, and we have monthly social events.

The TIO is an equal opportunity employer and is committed to providing an inclusive, accessible, and safe work environment.

The TIO respects all kinds of diversities and is absolutely committed to being inclusive. We recruit, develop, compensate, and promote people regardless of ethnicity, religion, national origin, gender, sex, sexuality, intersex variation, disability, age, and life experience. We encourage our employees to bring their authentic selves to work because we celebrate all our differences, support it, and thrive on it. This is how we dream and grow together.

Applications close 11:55pm, Thursday, 26 November 2020

16/11/2020 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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