Complaints Management Complaints Officers

2 weeks ago

Chermside, Queensland, Australia HOBAN Recruitment Full time

Are you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an APS6 equivalent Complaints Management Complaints Officer.


  • APS6 equivalent 60+ p/h + super
  • Located in Chermside, Queensland
  • Up to 12 months with potential to extend, pending business and performance requirements.

About the Team

Join our dedicated team at the Internal Reviews and Complaints Branch, the central coordination point for handling and resolving internal reviews and complaints.

Working collaboratively with participants, providers, internal staff, and external agencies, our branch is committed to managing and resolving complaints in accordance with our Service Charter.


About the Role

As an APS6 Complaints Officer, you will be accountable for undertaking complex work with limited direction, serving as a team leader.

You will have delegated authority and responsibility to resolve issues and risks across various activities, providing leadership, control, planning, resource management, performance management, and decision-making for the Team Membership within your assigned Work Area.


  • Develop guidance materials and support processes to assist team members and other business areas in dealing with complaints.
  • Lead and support team members to effectively manage complaints within expected timeframes.
  • Manage complaints and participant incidents, including assessment, recording, resolution, and referrals as required.
  • Handle escalated complaints, ensuring strict deadlines are met.
  • Produce highquality written correspondence for various audiences, including formal responses.
  • Manage correspondence, briefing, and reporting functions for the Complaints Team.
  • Support the Complaints Team in resolving daytoday operational issues and achieving strategic objectives.

About you

To thrive in this role, you need:

  • Demonstrated experience in complaints management or a related field.
  • Strong leadership and team management skills.
  • Excellent analytical and problemsolving abilities.
  • Superior written and verbal communication skills, with the ability to tailor messages for diverse audiences.
  • Ability to work autonomously and collaboratively in a fastpaced environment.
  • Knowledge of relevant legislation, policies, and procedures is desirable.
  • Be able to pass and hold a national police check and worker screening check.
  • Must be an **Australian Citizen.

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