Triage Team Leader

Full time, permanent position in a Telecommunications NFP, Competitive remuneration with 28 days annual leave, Work from home as well as Docklands office close to public transport.

  • Full time, permanent position in a Telecommunications NFP
  • Competitive remuneration with 28 days annual leave
  • Work from home as well as Docklands office close to public transport

About the Telecommunications Industry Ombudsman (TIO)

The TIO is one of the highest volume complaint resolution bodies in Australia. We provide a fair, independent, and accessible external dispute resolution service. Our service is free for residential consumers and small businesses who have an unresolved complaint about their phone or internet service.

Our Values

Together we DREAM. Together, we Dare to be great, Respect and inspire, Evolve and grow, Appreciate and celebrate, and Make it easy.

Your role

This position is a permanent, full time role.

The Triage Team Leader is an integral role within the Triage team. This role is primarily responsible for managing the day to day operations of the Triage and reclassification functions, providing leadership and development to Triage officers and Triage Resolutions Officers and managing a small portfolio of cases.

When performing their duties, a Triage Team Leader uses their knowledge of telecommunications industry products and services, their knowledge and application of legal principles and good industry practice, including industry and regulatory codes and their knowledge and skills in ADR frameworks

The Triage Team Leader will undertake work across the end-to-end complaint handling process (from Fast Track to Escalation levels) and be responsible for day to day management of a team of Officers making the most effective and efficient use of resources, ensuring high standards of work and meeting all performance standards.

Your skills and experience:

  • An understanding of procedural fairness in relation to the role of an industry Ombudsman - desirable
  • Understanding of key legislation including the Australian Consumer Law and Privacy Act 1988 and the Telecommunications regulatory regime - desirable
  • Understanding of and experience in the review of decisions
  • Problem solving skills and the ability to collate and analyse information from various sources to identify key issues and trends
  • Highly developed verbal communication skills with the ability to negotiate fair and reasonable outcomes for both parties
  • Sound decision making skills
  • Knowledge of and demonstrated ability to apply principles of administrative review - desirable
  • Understanding of quality frameworks highly desirable
  • Relevant experience in a complaint handling environment utilising Alternative Dispute Resolution methods
  • Experience working in the Telecommunications industry highly desirable
  • Tertiary degree or equivalent qualification - highly desirable
  • Experience leading and or coaching
  • Experience in leading teams in an operations environment

Why work with us

  • Flexible working arrangements and a positive work/life balance
  • The option to purchase additional annual Leave, up to 2 weeks per year
  • 28 days annual leave
  • Extensive health and wellbeing initiatives, from meditation to flu vaccinations
  • An employee-run social club that provides an annual calendar of engaging events, which are currently happening virtually

To Apply

The TIO respects and welcomes 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 must include your resume, and a cover letter including the below:

  • What has motivated you to apply for the TIO Triage Team Leader role
  • Please summarise how you feel you meet the Person Specifications (as defined in the position description)

Applications close 11:55 pm Thursday, 6 May 2021

26/04/2021 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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