Assistant Ombudsman, Dispute Resolution

• Fixed term – 12 months
• Deliver on fair, independent, and accessible dispute resolution
• Develop a thriving, inclusive and dynamic team culture

About the role

Working collaboratively across the organisation and reporting to the Ombudsman, the Assistant Ombudsman leads on the handling of unresolved complaints from consumers about their telecommunications providers, using various dispute resolution techniques to resolve complaints. The role has five direct reports accountable for operational planning & response, service excellence, member relations, privacy & jurisdictions, and learning & development, in addition to an Administration Assistant. As a key member of the TIO Senior Leadership Team the role contributes to overall strategy and organisational performance.

Success profile

You will bring a track record of positive and inclusive people leadership ideally in a dispute resolution context. Along with superior judgment, decision making and analytical capabilities, you will have business know-how around planning and budgeting. Your approach will be one of change agency and development of initiatives to drive continuous improvement and high performance. Your leadership experience will include extensive stakeholder engagement and highly developed influence and negotiation skills.

An understanding of relevant law, regulatory frameworks and alternative dispute resolution is expected. Tertiary qualifications in law or a related discipline are highly desirable.

This fixed term role is a parental leave position. The successful candidate will come with the attitude of wanting to make a difference and drive further improvement across the Dispute Resolution Group.

The TIO respects all kinds of diversities and is committed to being inclusive.

The organisation

The TIO provides a fair, independent, and accessible external dispute resolution service for individual consumers, occupiers and owners of property, small businesses and not-for-profits who have been unable to resolve their complaint with a phone or internet service provider.

The organisation is driven by the following values:

Dare to be great | Respect & Inspire | Evolve & Grow | Appreciate & Celebrate | Make it Easy

For more information about the organisation, visit: TIO

Applications close: Saturday, 5 November 2022

To apply – click on ‘APPLY ONLINE’ using reference TIOodr1022 addressing your one-page cover letter and resume to David Baber of Fisher Leadership, or call 1300 347 437 for a confidential discussion.