Aps5 & 6 Complaints Officer - Complaints Management

1 week ago

Broadmeadows, Victoria, Australia DFP Recruitment Services Full time

Job description:

The Opportunity
***On behalf of a Federal Government Agency we are looking for APS5 and 6 Complaints Officers to join the Internal Review and Complaints team based in Broadmeadows or Geelong. The role will be 12 months, working 37.5 hours per week, paying $55.24per hour for APS5 and $60.26 per hour for APS6 plus super.


The team are responsible for handling resolution of reviews and complaints working directly with participants, providers, internal and external stakeholders.

***
Responsibilities may include but are not limited to;

  • 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 and Coordinating 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.

To be successful you will demonstrate;

  • Previous experience in a highvolume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness.
  • Strong communication skills, Participant/Complainants phone contact is mandatory.
  • Previous experience working in disability sector or have to ability to quickly learn about the Agency's systems and functions.
  • 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 with competing priorities, meet deadlines and prioritise work in line with risk and complaint due dates.
  • Ability to manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
  • Ability to work with a range of stakeholders.

To Apply
***As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.

If you are interested in this role, please APPLY NOW or call DFP Recruitment on

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