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Career Opportunities

Career Opportunities

Position                         Applications     
Manager Data Analysis and Reporting - Permanent Full TimeApply via Seek
General Manager Finance Systems - Permanent Full TimeApply via Seek
Legal Counsel - Permanent Full TimeApply via Seek
Dispute Resolution Officer - 3 Year Max Term ContractApply via Seek
Enquiry Officer - Permanent Full TimeApply via Seek

Thanks for having a look at our career opportunities page!

We are always on the lookout for top talent and people who live our values.  If you are interested in Alternative Dispute Resolution, the telecommunications industry, and providing an independent and outstanding level of service to consumers and providers, please read on!

We have a mix of ongoing, maximum term and temporary assignment employment opportunities. Our team members come from a wide variety of backgrounds.

We are an Equal Opportunity Employer and all individuals are encouraged to apply for positions that meet their skills and experience.

We encourage you to keep an eye on upcoming vacancies by visiting this site. We also advertise on Seek and LinkedIn.

Role types

We offer a range of roles that enable employees to make a difference, leverage their experience and talents, while learning new areas of knowledge and skill!  Both consumers and phone and internet companies are our “customers”, so being impartial and independent is a key attribute and requirement of our people.

Here are some of our main positions:

Dispute Resolution

Enquiry Officer
The first point of contact, usually via phone, for consumers seeking to lodge a complaint. Enquiry Officers document and refer complaints to phone and internet companies

Dispute Resolution Officer
If a complaint is unresolved between consumer and provider, the Dispute Resolution Officer manages unresolved complaints by conciliation

Dispute Resolution Specialist
This role provides training quality control  to Dispute Resolution Officers and investigates complex and unresolved complaints.

We have a variety of other roles including Senior Enquiry Officers, Team Leaders, Operations support and Continuous Improvement and Knowledge Officers.

Shared services

We have a Shared Services team that provides Legal, Information Technology, People, Finance, Payroll services and Stakeholder Engagement.

General Recruitment Process

At TIO we want to ensure we hire people whose values align with our values and are passionate about what we do. We select people based on merit through a fair, professional and open process.

Selection process steps:
Selection Process

What you may expect during the process:

  • Online application and initial screening questions
  • Pymetrics Games to identify key behavioral traits, or another form of psychometric assessment
  • Application review
  • Phone interview
  • Simulation – role play, case study
  • Face to face interview
  • Office tour
  • Reference checks
  • Background checks (employment, police check, education, visa, etc.)

Privacy

We are committed to protecting personal information we handle. We comply with the Privacy Act 1988, including the Australian Privacy Principles. To find out what kind of personal information we collect from job seekers when they apply for a position at the Telecommunications Industry Ombudsman, please read our Employment candidate privacy collection statement .

Recruitment tips

We want you to put your best foot forward so here are some handy hints that may help you:

Research the Telecommunications Industry Ombudsman
Know who we are and what we do
Appreciate that we are not an advocacy or consumer rights organisation, we are an independent and impartial dispute resolution service
Reflect on the fact that working in a complaints environment can be tough and isn’t for everyone, but if you are suited to it, it can be a deeply rewarding and satisfying career

Application
Include a cover letter (one page maximum) and resume, and ensure you proof read before submitting
Outline why you think you are suited to working with us and how you think you can contribute to the Telecommunications Industry Ombudsman’s Vision – explain why you believe you can do the job, and also describe how you are motivated to do it, and how your values are a good fit with ours

Interview
Prepare to answer experience based, behavioural questions – we use the STAR (Situation, Task, Action, Result) methodology, don’t be afraid to ask questions, dress for success, arrive 5 – 10 minutes early.  Think about specific examples of how your experience corresponds with the position that you have applied for, and prepare to apply the STAR steps to your answers.

Prepare to ask us some questions too!  We want to make sure this is a two-way experience, and that we are the right fit for you and what you want in a job and organisation.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?