Contact Centre Business Lead

Deal with the day to day management of a 50 person contact centre, Competitive remuneration with 28 days annual leave, Based in Docklands Melbourne, close to public transport.

  • Deal with the day to day management of a 50 person contact centre

  • Competitive remuneration with 28 days annual leave

  • Based in Docklands Melbourne, close to public transport

  • Flexible work arrangements available

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman offers a free and independent service for resolving complaints about telephone or internet services. To resolve complaints, we use a wide range of methods from referral, through to dispute resolution techniques including conciliation and investigation. We aim to be accessible, fair, efficient, effective, and accountable. We are independent from consumers, service providers, and Government.

When a consumer first contacts us, they speak with an Early Resolution Officer in our contact centre. An Early Resolution Officer will use problem solving and communication skills to assess the complaint and determine if it is one we can handle. When we do this, we think about the law, good industry practice and what is fair, and focus on service and independence.

Where we can help, well register the complaint and refer it to the service provider. We educate and guide consumers through the complaint process and adapt our communication skills to meet their needs.

The work of the contact centre is important to more people than just consumers and members. The information we record on a complaint is used by our Dispute Resolution Group (who will look into unresolved complaints in more detail), is relied on for our regular reporting on complaints, informs systemic investigations, submissions to Government, and highlights areas where industry can improve.

Your role

This position is a permanent full-time role, reporting to the Assistant Ombudsman, Early Resolution.

The Contact Centre Business lead contributes to the TIOs dispute resolution by

  • effectively managing the day to day operations of the TIOs Early Resolution contact centre, including monitoring contact centre performance against targets

  • developing, coaching and motivating Team Leaders to achieve excellence in early resolution and leadership

  • focussing on customer experience (customer includes consumers, service providers and other areas of the business) to deliver an accessible and inclusive service

  • focusing on how we can continuously improve to optimise performance

  • further developing a performance culture within Early Resolution

  • leading a team of Team Leaders to monitor and manage performance to meet and exceed agreed business targets in their area of operational management

  • analysing operations data, reviewing trends, and reporting on a range of reports and dashboards

Your skills and experience:

  • Experience leading customer service delivery functions comprising teams that undertake a range of processes, varying from the simple and transactional to more complex complaint handling

  • Knowledge of contact centre technologies and resource planning methodologies and principles

  • An understanding of procedural fairness in the role of an industry-based Ombudsman

  • Superior written and verbal communication skills to positively influence, engage and motivate others

  • Strong decision-making ability and attention to detail

  • Bachelor degree in a relevant discipline (such as management, law or commerce) or equivalent is preferred

  • Experience working in a high-volume environment and as part of a leadership team would be highly regarded

  • Experience in ombudsman schemes or a complaint handling service industry would be highly regarded

  • Knowledge of key legislation including the Australian Consumer Law and Privacy Act 1988, and the Telecommunications regulatory regime (or the ability to quickly acquire this knowledge) is highly regarded

The benefits of working with us

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

During this pandemic 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 we reopen our Docklands office for regular work.

We offer a friendly, social and supportive team environment.

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 11:55 pm, Sunday, 14 June 2020

09/06/2020 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
Apply for this job

Option 1: Use this option if you want to upload a new cover letter and a Resume file

Apply Now ! Send Your Resume