• 3 Year Contract
• Work life Balance | Mon - Fri | 9.00am - 5.30pm
• Gain a Grad Certificate in Dispute Resolution
• 28 annual leave - Onsite Massage - Social Club
• Close to Southern Cross Station

At the Telecommunications Industry Ombudsman we regularly look for Case Officers who play an integral part of our business ensuring matters are handled efficiently, effectively and professionally.

Do you consider yourself a natural problem solver, curious by nature, comfortable with conflict and good with prioritisation? If you do read on!

About the Telecommunications Industry Ombudsman

At the Telecommunications Industry Ombudsman we provide a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service in Australia.

Our vision is to deliver an exceptional telecommunications dispute resolution service for consumers, service providers and the Australian community.

About the role

As a Case Officer, you'll be responsible for managing your own portfolio of disputes and will provide an end-to-end complaint handling service working closely with providers and consumers, to assist them in negotiating fair and reasonable outcomes.

You'll act as a conciliator for more difficult disputes, and investigate unresolved cases to reach a view about the most appropriate outcome.

Your role will also include having regard for the law, good industry practice, the organisations jurisdiction, policies and procedures.

What will you need?

To be successful, you will have completed a bachelor degree with a minimum of one year’s customer service related experience ideally within a compliance based environment. You’ll be a confident and assertive communicator who is comfortable in dealing with conflict as well as making fact based decisions upon evidence and be able to prioritise and manage a reasonable case load.

You'll enjoy interacting with the public over the phone and via email, and be able to interpret complex information and find unique solutions to difficult issues. You'll also be able to work independently.

Perks and benefits

As well as making some life long friends, you’ll start with us on an induction course learning about the business through a structured learning program. As a Dispute Resolution Officer, you also have the opportunity to gain a graduate certificate in Dispute Resolution. In addition, we offer employees 28 days’ annual leave, access to subsidised massage, a social club and free services to the Employee Assistance Program (EAP).

Aboriginal and Torres Strait Islander applicants are encouraged to apply.

The Telecommunications Industry Ombudsman is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process.

*Please note our internal role title is 'Dispute Resolution Officer'.

A full position description is available below.