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Complaints Management Complaints Officers

3 months 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 APS5 equivalent Complaints Management Complaints Officers.


  • APS5 equivalent $55+ 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 Internal Reviews and Complaints Branch, the central hub for coordinating the Agency's handling and resolution of reviews and complaints.

Working closely with participants, providers, internal staff, and external agencies, our branch is committed to managing and resolving reviews and complaints promptly, in line with the Service Charter.


About the Role

As an APS5 Complaints Officer, you'll play a crucial role in our team, accountable under limited supervision to undertake moderately complex to complex work.

You'll navigate legislation, policies, procedures, standards, methodologies, and precedents to guide your actions. This role involves technical, research, policy, and analysis activities, where options may not always be evident. You'll perform procedural, clerical, administrative, and operational tasks.

  • Manage complaints and participant incidents, including assessment, recording, resolution, and referral as required.
  • Handle escalated complaints, ensuring strict deadlines are met.
  • Produce highquality written correspondence for various audiences, including formal responses for the Minister.
  • Coordinate 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 handling or a related field.
  • Strong analytical and problemsolving skills, with the ability to navigate complex issues.
  • Excellent written communication skills, with the ability to produce clear and concise correspondence for diverse audiences.
  • Ability to work effectively under pressure and manage competing priorities to meet deadlines.
  • Experience working collaboratively in a team environment, with a focus on achieving common goals.
  • Knowledge of relevant legislation, policies, and procedures.
  • Experience in producing reports and briefs for senior stakeholders.
  • Understanding of the disability sector or a willingness to learn.
  • Be able to pass and hold a national police check and worker screening check.
  • Must be an **Australian Citizen.