APS5 Complaints and Reporting Incidents Officers

4 weeks ago

Canberra, Australia Randstad Australia Remote Work Freelance Full time

About the Company
Randstad is a leading specialist recruitment agency and employs over 55,000 employees worldwide. Having been operating in Australia for 25 years, we are continually looking to expand our client base and candidates.

About the role:

You will be working within an Agency that is responsible for supporting a better life for Australians with significant and permanent disabilities as well as their families and carers.
This role will see you take responsibility of the below day-to-day tasks;

  • Manage a caseload of complaints, including assessing, monitoring, investigating and escalating incidents where necessary.
  • Identify and provide advice on trends and issues through the oversight and review of complaints received by the commission.
  • Complete assessments and accurate records of complaints.
  • Prepare complex and / or sensitive correspondence and corporate documentation, including reports, briefings, and submissions.
  • Develop and maintain relationships with a diverse range of internal and external stakeholders, including, service providers, regulatory bodies, and wider commission staff.
  • Managing a caseload of reportable incidents, including the assessment of complex incidents and escalating incidents for investigation or other action where necessary.
  • Completing assessments of reportable incidents and other regulatory intelligence to a quality standard within agreed timeframes.
  • Preparing complex and/or sensitive correspondence and corporate documentation, including reports, briefings and submissions.
  • Developing and maintaining strategic relationships with a large and diverse range of external stakeholders.

    What you'll need to succeed:

    We strongly encourage your application should you have demonstrated the below skills and attributes:

    • Demonstrated success handling and managing high volume complaints in a regulated environment.
    • Exceptional communication skills, written and verbal.
    • Experience managing your own caseload effectively.
    • Ability to produce accurate and detailed briefings, reports, and submissions.
    • Apply high amounts of discression and sound decision making skills.
    • You are passionate about making a difference in the NDIS sector.
    • You thrive in fast-paced environments and handling competing priorities.

      What's in it for you?

      • Join a supportive and collaborative work environment that is dedicated to improving the lives and experiences of others.
      • Competitive hourly rate, aligned with APS5 banding.
      • Flexible working arrangements on offer.


        If you're interested in the above opportunity please apply now using the appropriate link. Otherwise, if you have further questions please contact me at caitlyn.gore@randstad.com.au

        At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


        skills

        Complaints, Incidents, Reporting, Stakeholder Engagement, Customer Service

        qualifications

        • Australian Citizen
        • Baseline Clearance

          education

          Secondary School/High School

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