We have numerous positions within our teams requiring a broad range of skills. These are general job descriptions for some of our teams.

Enquiries

• The Enquiries team is the TIO’s “front-of-house” and generally the first point of contact when someone calls or emails us. Our Enquiry Officers make a record of the details of a complaint, clarify the outcomes a consumer is seeking and provide information relevant to the complaint. They decide whether to refer the complaint to the service provider to accept at resolution. This is a role that requires good communication, analytical and decision-making skills.

• Most people who call us for the first time are unaware of our processes and what they need to do to resolve their complaint. As the first point of contact, it is the Enquiry Officer’s role to educate people about our process.

• They must ensure people have realistic expectations of the timeframes and the possible outcomes of their complaint, and be confident that the information they give and the decisions they make align with our policies.

• Those in the Enquiries team spend a lot of their day taking calls or reviewing correspondence. They handle Enquiries and Referrals (Level 1), and direct unresolved complaints to the Investigations team for further action.

Investigations

• The Investigations team handles complaints that are not resolved at Referral (Level 1). They do this through conciliation and investigation.

• Conciliation and investigation involves clarifying the details of a complaint and outcomes sought, obtaining information about the complaint, and exploring with both the consumer and service provider the options to resolve the complaint.

• Complaints that are not resolved through conciliation will be investigated by collecting all relevant information and documents to make an independent assessment of the complaint. Decisions are made considering what is fair and reasonable, including any laws, codes of practice and/or TIO position statements that apply to the circumstances of the complaint.

• Conciliators and investigators must have well-developed problem-solving and analytical abilities, so they can easily identify pertinent issues and assess evidence to make a decision about a complaint. They should also have good oral and written communication skills and an ability to assist parties to resolve disputes.

Team Managers

• Team managers are responsible for the day-to-day coaching and mentoring of the TIO’s Investigation and Enquiry staff to ensure the highest standards of complaint resolution.

• Some of their duties include giving advice to staff on complaint resolution,  direction about technical issues, team management and development and training staff on call handling procedures.

• They also handle escalated calls and liaise with consumers and representatives of companies to discuss feedback about complaints.

• Managers must have strong people management skills and experience in coaching or mentoring.

Member Communications

• The Member Communications team manages relationships with service providers and is the primary point of contact for servive providers with enquiries or concerns about the TIO.

• The team liaises with service provider representative to develop a co-operative relationship and maintain the TIO’s image as a professional and independent organisation.

• They focus on educating service provider about the TIO’s role as an alternative dispute resolution organisation, our policies and procedures, and provide information about matters including our jurisdiction, timelines for case resolution, case escalation processes, funding arrangements, invoicing and the structure of the office.

• By sharing feedback, Member Communications also help service provider and the TIO continuously improve their procedures and processes.

Policy

• The Policy team develops and implements policies and position statements to improve the TIO’s investigations procedures.This team also provides advice to and prepares submissions for government, industry and other inqueries or reviews.

• The team creates policies by compiling and analysing complaint data, reviewing cases that were assessed by the Enquiry and Investigations teams and liaising with consumer representatives, telecommunications companies and government agencies.

• They regularly answer questions from staff about the TIO’s policy, position statements and industry codes. They also train others in the office to ensure that staff are handling cases appropriately and are correctly identifying complaint issues.

Business Services

• The TIO also has positions in teams such as legal, finance, information technology, communication, human resources and administration services.