Complaints Resolution Specialist - Telco Ombudsman Cases

• Work that matters: turn a tough situation into a trusted resolution 
• Build rare skills: complex case management and direct TIO liaison experience. 
• Melbourne based | Mon to Sat Shifts, overtime rates apply
  
  
  

Join a team that's All Kinds of Useful

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
  
  

What to Expect From Our Recruitment Process

We know applying for a new role can feel like a bit of a black box, so here's a quick look at what happens next:

1. Application Review - We'll review your application against the role's key requirements and be in touch either way, so you're never left wondering

2. Video Screen - If you're shortlisted, we'll send a short set of questions for you to record in your own time – a chance for us to get to know you before we meet in person

3. Interview - A single, in-depth conversation with the hiring leader about real examples from your experience – we don’t run a second round, and it's your chance to ask us anything about the role and team

4. Offer & Onboarding - If successful, we'll move quickly to get your offer sorted. One thing to flag: your offer and contract will carry the title "Energy Specialist, Telco - Case Coordinator Ombudsman" rather than the job ad title above, same role, just our internal naming convention - for training purposes this role will start need someone who can start by the 16th November 2026

If you need any adjustments made to any part of this process – whether that's application format, interview accessibility, or anything else – just let us know. We're happy to make it work.

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.

Please note unsolicited CVs from agencies will not be accepted.

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.