At the Telecommunications Industry Ombudsman (TIO), we’re all about fairness, transparency, and helping people navigate the tricky stuff when phone and internet complaints get complicated. We’re looking for a forward-thinking leader to take charge of our Reviews and Complex Cases team and help shape the future of dispute resolution in Australia.
This isn’t just a leadership role. It’s a chance to influence systems, empower people, and make a real difference.
Why the TIO?
We’re purpose-driven, values-led, and proud of our inclusive and supportive culture.
At the TIO, you’ll find:
A flexible, supportive workplace where people thrive.
A team that values diversity, wellbeing, and continuous learning.
A chance to lead meaningful work that improves outcomes for consumers and industry.
Job Description
What You’ll Be Doing
Leading a talented team of Review Officers and Senior Resolution Officers.
Making fair, timely decisions on complex complaints under delegation from, and on behalf of, the Ombudsman.
Collaborating across teams to improve processes and reduce systemic issues.
Driving innovation, continuous improvement, and organisational learning.
Building strong relationships with regulators and internal stakeholders.
Desired Skills and Experience
What You Bring
Demonstrated experience in alternative dispute resolution (ADR) and complex case management including sound decision making
Proven leadership skills with a focus on coaching, collaboration, and inclusive culture.
Strategic thinking and a solutions-focused mindset.
Excellent communication skills and a commitment to fairness.
A curious, resilient, and adaptable approach to change.
Bonus if you’ve got a legal background or extensive experience working in an external dispute resolution scheme, but we value mindset and impact just as much.
Ready to lead with purpose and help us build a fairer future? We’d love to hear from you.
To Apply
Please include as part of your application a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.
For a detailed position description please paste this link into the browser: http://bit.ly/4nMrmsI
Applications close: Friday, 25 July 2025 5.00pm AEST
Please note, applications may close prior to the deadline.
If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email careers@tio.com.au
