Manager, Reviews and Complex Cases

Job Description

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 Manager, Reviews and Complex Cases, you will play a crucial role in managing the delivery of the TIO’s vision and be a key contributor to the success of the Operational Excellence Team. Analytical and collaborative, you will influence positive change and success. Job Description Reporting to the Head of Service Delivery, you will be responsible for reviewing and deciding the fair and reasonable outcome for complex cases and escalated complaints. Your primary responsibilities will include: Actively lead the reviews and complaint case function including a team of Review Officers and Senior Resolution Officers Promote and model a culture of continuous improvement and collaboration Enhance user experience and deliver optimum business performance Decide the fair and reasonable outcomes on complex cases by issuing decisions under delegation from the Ombudsman Desired Skills and Experience You will possess a Bachelor degree in a relevant field or similar experience. To be successful in this role you will need to: Possess a track record of leading, engaging, and inspiring high-performance teams Have extensive experience in Alternative Dispute Resolution processes and techniques Proven ability to foster innovation and drive collaborative problem solving About the Team The Operational Excellence (Early Resolution and Dispute Resolution) Group (the Group) is responsible for the end-to-end complaints handling process for residential consumers and small businesses that have been unable to resolve their phone or internet complaint with their telecommunications service provider. The Group is also responsible for identifying and implementing service, process, and individual improvement initiatives to support the delivery on the TIO purpose. 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. 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. If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email Applications close Sunday the 5th of January 2025, 11.59pm AEST Please note, applications may close prior to the deadline. Telecommunications Industry Ombudsman Limited #J-18808-Ljbffr