
Dispute Resolution Officers
2 weeks ago
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
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 pm AEST
Please note, applications may close prior to the deadline.
-
Dispute Resolution Officer
1 week ago
Melbourne, Victoria, Australia Department Of Premier & Cabinet Full timeWe are recruiting 2 ongoing and 1 fixed term Dispute Resolution Officer vacancies.About us The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and...
-
Dispute Resolution Officer
1 week ago
Melbourne, Victoria, Australia Department Of Government Services Full time**About us**The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and...
-
Dispute Resolution Officer
2 weeks ago
Melbourne, Victoria, Australia EML Group Full time $80,000 - $120,000 per yearEML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...
-
Dispute Resolution Officer
1 week ago
Melbourne, Victoria, Australia Australiansuper Full timeWe make a difference, delivering outcomes for millions of members.- Join a growing team with supportive leaders- Permanent role to support our Members First ethosAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and...
-
Chief Dispute Resolution Officer
2 weeks ago
Melbourne, Victoria, Australia Victorian Government Full time $199,014 - $257,111 per yearOverviewWork Type: Fixed-term - Full-timeSalary: $199,014 - $257,111Grade: VPS SES1Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: VG/7141This is a rare opportunity to shape the future of domestic building dispute resolution at the BPCAbout the Role:As Chief Dispute Resolution Officer, you will lead the...
-
Dispute Resolution Specialist
1 week ago
Melbourne, Victoria, Australia beBeeArbitrator Full time $149,976 - $183,136Job Description">As an Arbitration Officer, you will play a pivotal role in facilitating the resolution of workplace disputes.The impact of your work will be significant. You will contribute to a framework that enables injured workers and employers to resolve their disputes and move forward with their lives.We are seeking highly skilled individuals to join...
-
Dispute Resolution Specialist
1 week ago
Melbourne, Victoria, Australia beBeeDispute Full time $90,000 - $120,000Job Title: Dispute Resolution OfficerWe are seeking an experienced professional to join our team as a Dispute Resolution Specialist. This is a challenging and rewarding role that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.Provide case management for disputing parties, clarifying issues,...
-
Disputes Resolutions Officer
6 days ago
Melbourne, Victoria, Australia Afterpay Full timeCompany DescriptionAfterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free5 for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world's favorite retailers...
-
Senior Dispute Resolution Officer
2 weeks ago
Melbourne, Victoria, Australia EML Full time $90,000 - $120,000 per yearEML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...
-
Dispute Resolution Expert
1 week ago
Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $120,000Dispute Resolution ExpertAt Allianz, we're looking for a highly skilled professional to join our team in Melbourne. The ideal candidate will have extensive experience in dispute resolution and be passionate about delivering excellent customer service.As a Dispute Resolution Specialist, you'll be responsible for:Conducting thorough reviews of disputes to...