Complaints Resolution Specialist - Telco Ombudsman Cases

Origin Energy; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible working

Parental leave 21 wks

Learning & development

Cultural leave

Extra leave options

Origin Foundation

Employee discounts

Job summary

Origin Energy is seeking a Complaints Resolution Specialist in Melbourne to lead Telco Ombudsman cases from start to finish, keeping customers informed and working with the TIO for complex escalations.

The role emphasizes thoughtful analysis, formal communication with regulators, and delivering fair outcomes with a focus on accuracy and customer care.

Qualifications

• Experience in complaint resolution or escalated customer care.
• Ability to communicate formally to regulators with evidence.
• Experience in high-volume handling and case management.

Responsibilities

• Own each Telco Ombudsman case from start to finish.
• Coordinate with the Telecommunications Industry Ombudsman (TIO).
• Resolve cases within the target timelines and communicate outcomes.

Skills

Complaint resolution

Escalated support

Regulator liaison

Job description

Complaints Resolution Specialist - Telco Ombudsman Cases

At Origin, being useful is more than a tagline - it's how we approach work every day. As a collective, we're a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia's energy transition. If you're driven by purpose and excited to be part of something bigger, we'd love to have you on the journey.

About the role:

Based in Melbourne, you'll join our Internet complaints team, helping customers through the more complex cases that deserve a bit of extra time and care. You'll own each case from start to finish - keeping customers genuinely in the loop, getting to the bottom of what happened, and working directly with the Telecommunications Industry Ombudsman (TIO) on the cases that need that extra level of support. There's no pressure to rush here: with up to 15 business days to resolve each case properly, what matters most is getting the outcome right for the customer.

You'll work Monday to Saturday, with hours between 9am-8pm Monday to Friday and 9am-5pm on Saturdays.
While you're settling in, you'll work Monday to Friday only for your first three months — then you can opt into a rotating Saturday roster (around once a month), with standard penalty rates applying.

Why this role matters?

• You'll turn a frustrating experience into a fair, lasting outcome - the kind of result that genuinely makes someone's day better.
• You'll get to dig into the real root cause behind a complaint and feed what you find back to the business - your insights help stop the same issue happening to the next customer.
• You'll join a small, tight-knit team of eight who genuinely support each other, with real trust and autonomy in how you handle your caseload.

What will you bring?

• Confidence having a difficult conversation - and the emotional intelligence to stay level and not take it personally.
• A background in complaint resolution or escalated customer care, ideally in a high-volume environment.
• Comfortable writing and speaking formally to an external stakeholder like a regulator - clear, impartial and evidence-based.

Telco background is a bonus, not a requirement - we'll teach you our systems and the TIO process. What we can't teach is empathy and good judgement under pressure and a reliable, collaborative attitude toward a small team.

So, why join us?

• Flexible working options to support your life outside work
• 21 weeks of paid parental leave for primary carers with flexible return options
• Training and development - access to LinkedIn Learning, our Learning Hub and ongoing career growth
• Cultural leave - additional paid leave for our Indigenous employees to balance and meet cultural obligations
• Purchase up to four additional weeks of leave annually
• Engage in opportunities through the Origin Foundation to support your community
• Powering your career with unbeatable perks - get discounted electricity, gas and internet as an Origin employee

Origin - Where good change happens

At Origin, we're powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.

Here’s a little about us: https://www.originenergy.com.au/about/careers/

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.