At the Telecommunications Industry Ombudsman (TIO), 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. Our purpose is to resolve complaints fairly and drive improvement in a dynamic communications sector. This is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration. The Service and Escalated Complaints Specialist role is an ongoing full-time position where you’ll play a key part in supporting the Operational Excellence Group by investigating, actioning and responding to complaints from the community we serve about our service and how we manage their complaints. The role sits within the User and Service Excellence team who is responsible for development and oversight of our User, Service and Customer Excellence vision within Operational Excellence. Central to this team is the oversight of the Quality Assurance functions, Compliments and Complaints processes, and Insights capabilities along with the Improvement initiatives that are borne out of these functions. Job Description What you will be doing Reporting to the User and Service Excellence Partner the Service and Escalated Complaints Specialist plays a pivotal role in ensuring we are consistently meeting our service standards, and collaborating with leaders to build capability and identify opportunities for improvement. Your primary responsibilities will include: Investigating and responding to complaints about the service the TIO has provided and the management of telco complaint through our process Providing feedback to people leaders and reporting on trends Building trust and maintaining strong stakeholder relationships What you bring Your curious nature and open mindset are your ultimate superpower. Your ability to empathise with parties while maintaining your professionalism and impartiality is important. To be successful in this role you will need: Experience with investigating complaints in a fair and impartial manner; Experience with successfully managing a case load; Understanding of Alternative Dispute Resolution (ADR) and procedural fairness; Bachelor’s degree or higher in a relevant discipline, such as Business, Communications, or Management (Desirable). Desired Skills and Experience Diversity & Inclusion We celebrate diversity and encourage everyone to bring their authentic selves to work. Whoever you are, however, you identify, you’re welcome here. We’re committed to creating a workplace where everyone feels respected, supported, and empowered. How to apply As part of your application, please include a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role. Shortlisted candidates will be provided a copy of the position description. If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email careers@tio.com.au . Applications close Monday 8 December 2025 11.59pm AEST. Please note, applications may close prior to the deadline. For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website www.tio.com.au/about-us .
