At the TIO we are always on the lookout for great people who play an integral part of our business, ensuring consumer complaints are handled promptly, professionally and efficiently.

If you enjoy interacting with people in a professional environment over the phone and online as well as getting your head around complex complaints whilst providing exceptional customer service, we'd like to hear from you.

About us

At the TIO we provide a free and independent dispute resolution service for small business and residential customers who have unresolved complaints about their telephone or internet service in Australia. Our vision at the TIO is to deliver an exceptional telecommunications dispute resolution service for consumers, service providers and the Australian community.

About the role

As a Customer Service Officer your role will be to answer calls and emails from consumers to understand their complaint and determine if their matter is within jurisdiction. You will use your highly developed communication and written skills to relate to consumers and help them understand the TIO process as well as analyse complex information and liaise with providers and the dispute resolution team.

Your role isn't just about the numbers, it's about providing quality interactions with consumers and helping the TIO resolve matters quickly and efficiently.

You'll be there to guide consumers through the process as well as adapting your communication style to meet the needs of our consumers. You'll also use your written skills to document and communicate with providers.

What you’ll need

To be successful in this role, you will be tertiary educated and be able to demonstrate independence and the ability to remain neutral when understanding a complex complaint.

You'll need a passion for people and a minimum of 2 years recent customer service experience in a phone based role.

Having experience from a compliance based environment such as banking, legal, insurance, superannuation, claims or utilities would be an advantage.

You’ll be a confident communicator with the ability to quickly adjust your communication to meet the needs of our consumers. You'll thrive in complexity and possess resilience that will help you achieve a high standard of service.

Perks and Benefits

Apart from learning a lot about the telecommunications industry, when you join the friendly, social and supportive environment at the TIO it’s important to us that your commitment and hard work is recognised. We offer a range of benefits including 28 days annual leave, subsidised onsite massages, monthly social club and free EAP Services. We also believe in the development of our staff and provide full training and ongoing support from your team leader and other training specialists. We’re conveniently based close to Southern Cross Station and surrounded by a generous supply of coffee shops.

Applying

If you're interested in working for the TIO, click on ‘APPLY for this job’ button to complete your application remembering to attached a cover letter and copy of your resume.

The TIO 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 title for this role is known as an Enquiry Officer.