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Dispute Resolution Specialist (Technical)

Dr S Sidahmed 780-542-4443
Lacombe, Alberta, Canada
July 13, 2018

The Telecommunications Industry Ombudsman is an independent dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia.

The role of the Dispute Resolution Specialist (Technical) is to provide expert technical advice and assistance to the Ombudsman, Principal Investigator and dispute resolution staff in relation unresolved consumer complaints and exercise of powers by carriers under Schedule 3 to the Telecommunications Act 1997.

The Dispute Resolution Specialist (Technical) guides staff in the conduct of investigations and writing decisions, particularly where technical issues are concerned and provides quality assurance by reviewing decisions before they are finalised. This will ensure that investigations are conducted efficiently by gathering all required information to assess claims; investigations are conducted in accordance with the principles of procedural fairness and there is sound decision making based on the law, good industry practice and what is fair and reasonable in all the circumstances.

Key Responsibilities of this role include

Provide authoritative specialist guidance, feedback and support to and Dispute Resolution Officers

Provide technical and legal advice in relation to telecommunications disputes

Provide quality assurance to ensure that decision making is sound and evidence based

Ensure key decisions are communicated clearly to stakeholders

Prepare and deliver effective training sessions for staff in relation to telecommunications codes and laws

The successful candidate will demonstrate

Bachelor degree or higher in law

Ability to communicate complex information in writing, logically and persuasively and in plain English

Good understanding of the principles of complaint handling environment using Alternative Dispute Resolution methods is desirable

Demonstrated knowledge of telecommunications industry Demonstrated ability to work both independently and as part of a team

Ability to maintain independence and act in a professional and diplomatic manner with stakeholders

The benefits of working with us

We are a not for profit non-government organisation that provides an independent dispute resolution service for small businesses and residential consumers who have a complaint about their telephone or internet service in Australia. Our values are Integrity, Collaboration and Excellence.

You will enjoy a variety of benefits, including 28 days of annual leave. As a Rebatable Employer, you have access to additional salary packaging benefits. We are a national organisation located at Docklands, very close to Southern Cross Station.