Dispute Resolution Officer

Are you a skilled communicator with strong phone skills, the ability to influence, and a knack for working at pace? We are seeking enthusiastic individuals to join our clients team as Dispute Resolution Officers in a temporary capacity. This is an exciting opportunity to make a meaningful impact by helping consumers and telecommunications service providers resolve disputes effectively.

About the Role:
As a Dispute Resolution Officer, you will play a vital role in receiving, referring, and resolving consumer complaints about telecommunications service providers. You will use your exceptional communication skills and alternative dispute resolution techniques to facilitate fair outcomes for all parties involved.

This slimmed-down version of the role focuses on handling cases efficiently while maintaining high standards of professionalism and fairness. Your ability to manage time effectively, analyse information, and navigate challenging conversations will be key to your success.

Key Responsibilities:

• Assess whether complaints fall within jurisdiction.
• Provide independent guidance to consumers and providers on resolving disputes.
• Accurately record dispute details and manage cases according to established processes.
• Identify key issues, gather relevant information, and apply fairness frameworks to determine appropriate outcomes.
• Facilitate conciliation between parties using negotiation and problem-solving skills.
• Communicate clearly with stakeholders via phone, email, or other channels.
• Contribute to continuous improvement initiatives and support organisational goals.

Skills & Qualifications:

Essential:

• Excellent interpersonal skills and teamwork abilities.
• Strong written and verbal communication skills.
• Demonstrated ability to analyse information and make sound decisions.
• Proficiency in MS Word, Excel, email, and internet tools.
• High degree of independence, maturity, and initiative.
• Ability to handle challenging questions and difficult stakeholders professionally.
• Time management and prioritisation skills.

Desirable:

• Knowledge of alternative dispute resolution principles and methods.
• Tertiary degree or equivalent qualification.
• Experience in customer service roles.
• Negotiation, mediation, or conciliation skills.

Why Join?
You’ll be part of a purpose-driven organisation committed to fairness, integrity, collaboration, and excellence in everything we do. We value diversity and inclusion, encouraging employees to bring their authentic selves to work every day.

If you thrive in fast-paced environments where your communication skills can shine and enjoy helping people resolve complex issues fairly, this role is perfect for you!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on ali.alpe@robertwalters.com.au for a confidential discussion.