Early Resolution Officer

Job Category: Call Centre and Customer Service
Are you ready to help customers overcome telco challenges and make a real impact? If you are, we'd love to hear from you.
We're looking for passionate problem-solvers to join our Early Resolution team on a casual basis.
As a member of the Early Resolution team, you'll be the friendly face (or voice) that customers turn to when they've hit a snag with their phone and internet services. Whether it's a phone call, an email, or even a good old-fashioned letter, you'll be there to listen, empathise, and take action. Your mission? To swiftly assess each complaint and determine if it falls within the scope of the Telecommunications Industry Ombudsman (TIO). You'll need to think on your feet, responding to customers with clarity and respect.
If you're someone with strong verbal and written communication skills that can be adapted to suit your audience, tech savvy and able to multitask by interpreting information and making quick, effective decisions, we want you on our team Join us in this hybrid role, where you'll have the opportunity to make a difference every day.
Please note that shifts will be between 8am and 8pm, Monday to Friday. We want to set you up for success hence during the induction and training period you will be required to work full time and onsite for approximately 4 months. Casual rosters will be determined post the initial 4-month timeline.
Job Description
What will you be doing:
Engage with consumers and members, actively listening to their concerns and needs.
Strategically assess each interaction to determine the most effective approach for resolution.
Ensure complaints align with the TIO's jurisdiction, handling them accordingly.
Maintain meticulous records to facilitate seamless collaboration among colleagues.
Foster a respectful, inclusive environment, escalating issues when necessary and delivering exceptional and empathetic customer service across various channels.
Desired Skills and Experience
What you bring:
Minimum 2 years of experience in a similar role, demonstrating proficiency.
Exceptional written and oral communication skills essential for effective communication that is tailored to suit your audience.
Ability to approach complex problems logically and critically, with an inquiring mindset to identify underlying causes.
Strong decision-making skills, capable of confidently navigating through various circumstances and rules in a respectful and empathetic manner.
Proficiency in Microsoft Office and CRM programs required.
Desirable Skills and Qualifications:
Autonomous, self-motivated individual capable of thriving in a hybrid work environment.
Demonstrates respect, flexibility, positivity, readiness for change, and a growth mindset.
Previous experience in customer service roles, such as call centres, retail, or hospitality, is preferred.
Ready to be a frontline hero?
Apply now and join our dedicated team
We are currently recruiting for a limited number of casual positions.
Please attach a copy of your resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.
Applications close
Thursday, 4 September 2025 11.59pm AEST
. Please note, applications may close prior to the deadline.
Why The TIO?
We're a not-for-profit with a big heart and a clear purpose, delivering fair, independent, and accessible dispute resolution services. Our culture is inclusive, flexible and we're serious about supporting our people to thrive.
We offer:
Flexible work arrangements that support work-life balance
Wellbeing initiatives, capability development, and resources to help you flourish
A culture that values psychological safety, empathy, fairness, and respect
Opportunities to lead meaningful change in how we care for our people
Diversity & Inclusion
We celebrate diversity and encourage everyone to bring their authentic selves to work. Whoever you are, however, you identify, you're welcome here. We're committed to creating a workplace where everyone feels respected, supported, and empowered.
For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website
Telecommunications Industry Ombudsman Limited
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