Aps5 Complaints Handling Officers

2 weeks ago

Chermside, Queensland, Australia DFP Recruitment Services Full time

Job description:

We are seeking experienced APS5 Customer Service Officer - Complaints to join a Federal Government Agency based in Chermside on a temporary 12 month contract with view to extension.


The Role


The position will support the Internal Review and Complaints Team as a central point of coordination for resolution of internal review and complaints and will work directly with participants, providers, internal stakeholders and external agencies.


Responsibilities
As a Complaints Officer, you will be required to:

  • Manage complaints and incidents, including assessing, recording, resolving and referring as required
  • Manage escalated complaints and ensuring strict deadlines are met
  • Produce quality written correspondence for a range of audiences, including formal responses for the Minister
  • Coordinate correspondence, briefing and reporting for the Complaints Team
  • Support to resolve day to day operations issues

About You

The Complaints Officer will have the following attributes:

  • Experience in complaints handling; within a government setting is highly desirable but not essential
  • Strong investigative skills
  • Excellent oral and written communication skills with welldeveloped interpersonal skills.
  • The ability to work calmly when presented with ambiguous circumstances that may present with sensitive or highly emotive complainants.
  • Effective problem solving skills and the ability to manage complex and difficult conversations
  • The ability to remain objective when investigating a complaint.
  • The ability to be flexible and responsive to competing demands.


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

These roles are Chermside based over Fulltime business hours.

If you are interested in this role, please APPLY NOW.

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