APS6 Ministerial and Parliamentary Complaints Officers

2 weeks ago

Canberra, ACT, Australia DFP Recruitment Full time
APS6 Ministerial and Parliamentary Complaints Officer
  • $60.26 per hour + super
  • Canberra, Deakin – Brand New Office
  • 12-month contract
  • Hybrid with Flexible Work Arrangements
  • Weekly Pay
The Organisation:
This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and wellbeing of people with disability receiving supports or services.

About the role:
The APS6 Complaints Officer is accountable under limited supervision to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies, and precedents.

The position is a team leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across a range of activities. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership within the positions assigned Work Area.

Responsibilities of the role include but are not limited to:
  • Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
  • Leading and supporting team members to effectively manage complaints within expected timeframes.
  • Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
  • Managing escalated complaints and ensuring strict deadlines are met.
  • Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
  • Managing correspondence, briefing and reporting functions for the Complaints Team.
  • Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch's strategic objectives.
About You:
You'll have well aligned working history with experience within the Disability Sector, Community Services, Complaints Management and Government. You are a self-starter, process orientated and have high-attention to detail and work well in a fast passed environment to meet deadlines demonstrate flexibility and independent judgement with respect to common tasks.

You'll be experienced in
  • Working in a Member of Parliaments Office and or Parliamentary Ministry Branch within Government.
  • A previous in a complaints or compliance role
  • Demonstrating resilience, flexibility, highly organised, attention to detail, empathy, high analytical skills, proficient in word and Excel, ability to work proactively, ability to work autonomously and as part of a team. Ability to manage a high caseload of work, meet deadlines and prioritise work in line with risk and complaint due dates.
  • High volume complaints phone contact.
  • The disability and community services sectors.
  • Complaints Management.
Application Requirements:
  • Applicants must hold Australian citizenship.
  • Be willing to undergo an Australian Federal Police Check and completion of the Agency's screening checks, including; Working With Children Check, NDIS Worker Screening Check.
How to apply:
If this role is of interest to you, APPLY NOW, with your current resume in MS Word format along with an expression of interest. If you would like to know more then please don't hesitate to contact Bill O'Rourke on or via

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy not submit any sensitive personal information in your resume.

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