Aps5 Complaints Handling Team Leader

2 weeks ago

Brisbane, Queensland, Australia DFP Recruitment Services Full time

Job description:

Brisbane based Federal Government team are currently seeking an experienced Team Leader to commence from 11th April 2023.


Customer Contact Officers are responsible for providing an accessible, efficient, consistent and user orientated experience in accordance with guidelines and procedures.

The Team also plays an important role in identifying risks and opportunities to improve the customer experience and efficiency.

Reporting to the Customer Contact Manager, your main responsibilities will include:

  • Providing timely resolution of contacts using standardised information from business areas
  • Collecting sufficient information to document, triage, and refer more complex contacts to the right officer/team
  • Ensurong accurate and timely recording of contacts using record and business systems, including Resolve, MS Teams, SharePoint, Outlook, and Excel
  • Providing information to educate customers on the role of the organisation or where appropriate, refer customer to other organisation better placed to respond to their contact
  • Developing positive and collaborative working relationships with team members and liaise with both internal and external stakeholders
  • Obtaining and maintaining a basic and up to date understanding of an aged care provider's responsibilities and seek supervisor support and guidance when needed
  • Contributing to the priorities of a team and effectively manage individual workloads
  • Attending, and participating in, team meetings or training when required.

To be successful in this role you will need to demonstrate the following:

  • Experience working in a contact centre or fast-paced environment eg: hospitality
  • Capacity to work in a busy environment with demonstrated skills in time management, multitasking, attention to detail, working with competing priorities and the ability to manage workloads
  • Strong and clear written and verbal communication skills
  • The ability to maintain a positive, empathetic, and professional attitude
  • Demonstrated problemsolving skills, including the ability to identify risk and work within guidelines
  • Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture
  • The ability to adhere to Commonwealth documentation guidelines and internal procedures
  • Leadership experience within a contact centre environment.


These positions are Brisbane CBD based with hybrid flexibility, with an initial term of 3 months with 12 month extension options, paying $47 + super for APS5.

As these roles are within Federal Government, applicants must hold Australian Citizenship.

Note:
You may be required to provide evidence of your COVID-19 vaccination status.

  • Aps4 & Aps5 Complaints Handling Officers

    2 weeks ago

    Brisbane, Queensland, Australia DFP Recruitment Services Full time

    Job description: Brisbane based Federal Government team are currently seeking a number of Customer Service Officers to commence from 11th April 2023. Fulltime and Flexible/ part time options are available for 4-5 hours per day between the hours of 9am - 7pm - choose the shifts that suit youCustomer Contact Officers are responsible for providing an...

  • Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia HOBAN Recruitment Full time

    HOBAN Recruitment are currently sourcing an experienced Complaints Officer (APS5 Equivalent) to work with our client, an independent statutory agency responsible for supporting Australians with disabilities and their families. Join our team and make a difference in the lives of thousands of Australians. Location: Chermside, QLD Duration: Up to 12 months,...

  • Manager, Complaints Handling Improvement Centre

    2 weeks ago

    Brisbane, Queensland, Australia The State of Queensland Full time

    Manager, Complaints Handling Improvement Centre Public Sector Commission Queensland Complaints Clearinghouse Governance Unit ; Brisbane CBD The Queensland Complaints Clearinghouse Program is seeking an experienced Manager for the Complaints Handling Improvement Centre Project to lead the implementation of functions to support this key priority...

  • Manager, Complaints Handling Improvement Centre

    2 weeks ago

    Brisbane, Queensland, Australia Public Sector Commission Full time

    Your opportunity:As Manager - Complaints Handling Improvement Centre (CHIC), you will play a key role in establishing and leading a team focused on improvement complaints handling process and contribute to the staged implementation of the Queensland Complaints Clearinghouse. This is an opportunity for a person with experience in complaints management and...

  • Aps5 Internal Review Officer

    2 weeks ago

    Brisbane, Queensland, Australia DFP Recruitment Services Full time

    Job description:The OpportunityOn behalf of a Federal Government Agency we are looking for APS5 Internal Review Officers to join the Internal Review and Complaints team based in Brisbane. The role will be 12 months, working 37.5 hours per week, paying $55.24 per hour plus super.The team are responsible for handling resolution of reviews and complaints...

  • Aps4 & Aps5 Customer Service & Complaints Officers

    2 weeks ago

    Brisbane, Queensland, Australia DFP Recruitment Services Full time

    Job description: Join the team at a Government agency that works to deliver nationally consistent, responsive and effective regulation of service providers. These Brisbane based opportunities are initially for a 6 month period with view to extension, commencing from early February.The OrganisationThis Government body works with people with disability,...

  • Aps5 Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia Chandler Macleod Full time

    About the company:Our client is a large growing Federal Government agency, and they are looking for an experienced complaints officer or handler to join their team on a long-term temporary assignment for 12 months.About the role: Managing complaints coming into the agency Assessing, recording, resolving and referring as required Managing escalated complaints...

  • Planner - Aps5 Equivalent

    2 weeks ago

    Brisbane, Queensland, Australia HOBAN Recruitment Full time

    Are you passionate about making a real difference in the lives of Australians living with disabilities and their families? Look no further We are an independent statutory agency dedicated to improving the lives of hundreds of thousands of individuals with significant and permanent disabilities. We're on the lookout for an exceptional individual to join our...

  • Team Leader

    7 days ago

    Brisbane, Queensland, Australia Randstad Australia Full time

    Exciting Opportunity for a Motor Claims Team LeaderAre you a seasoned professional with a passion for leading and motivating teams? Do you have extensive experience in motor claims and a proven track record of delivering exceptional service? If so, we want to hear from youPosition: Motor Claims Team LeaderLocations: North Brisbane and the Sunshine CoastAbout...

  • Aps5 Team Leader

    2 weeks ago

    Brisbane, Queensland, Australia DFP Recruitment Services Full time

    Job description: DFP Recruitment is a preferred supplier for Federal Government and is proudly working with our client who is seeking an Operations Support Team Leader to manage the centre operations and any operational support functions within their Brisbane branch.The Operations Support Team Leader provides support in areas of human resource, I.T and...

  • Team Leader

    2 weeks ago

    Brisbane, Queensland, Australia The MyHomecare Group Full time

    Field Staff Team Leader – South Brisbane and Gold CoastThis rare opportunity for a Field Staff Team Leader will allow you to combine your caring nature and sharp leadership skills to truly give back.If you enjoy leading and motivating frontline workers, mentoring, coaching, supporting development opportunities and providing exceptional customer service,...

  • Case Management Support Aps5 Equivalent

    2 weeks ago

    Brisbane, Queensland, Australia HOBAN Recruitment Full time

    Are you looking for an opportunity to make a real difference in the lives of individuals with disabilities, their families, and carers? Join our team as a Case Management Support Officer APS5-Equivalent at an independent statutory agency passionately committed to providing unwavering support to those in need. Location: Brisbane, QLD Duration: Up to 12...

  • Team Leader

    2 weeks ago

    Brisbane, Queensland, Australia Optimum Consulting Group Full time

    Our client is an established brand in the building supplies industry. They are currently seeking a natural leader with a background in customer service to join their organisation.Duties:This position will include the following tasks and responsibilities:Assist with providing excellent customer service Motivate and train new and existing staff once trained up...

  • Principal Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia Queensland Health Full time

    The RoleThe Principal Complaints Officer is responsible for facilitating preliminary complaint processes and reviewing complaint handling processes across the organisation, and conducting high level, complex and sensitive investigations of suspected corrupt conduct which may include investigations into the commercial activities of the department and/or...

  • Administration Team Leader

    2 weeks ago

    Brisbane, Queensland, Australia KBH Solutions Full time

    Based in Darra - Working from Office Full time Strong Excel and Administration skills required Salary Range of $78K $85K including SuperLeading Company are seeking an Administration Team Leader to coordinate a team of administration staff for their back-office operations in their Darra Office. The role is supporting the administration team but also having a...

  • Aps 5 Level Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia HOBAN Recruitment Full time

    Hoban Recruitment are current sourcing an experienced Complaints Officer for our client, who is a federal government agency. Located in Chermside, Brisbane QLD 12 month casual assignment, possibility of an extension, pending business requirementsThe Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and...

  • Complaints Resolution Officer

    2 weeks ago

    Brisbane, Queensland, Australia u&u Recruitment Partners Full time

    Who are u&u?About the role:This role is a temporary contract for 6 months however, there is the opportunity for the role to be extended or become permanent.You will have proven experience providing exceptional customer service both over the phone and through written correspondence in a banking or insurance business.Your key duties will include:Investigating...

  • Senior Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia The State of Queensland Full time

    Receive, assess, coordinate, and investigate complaints related to potential corrupt conduct and public disclosures within the Department of Health. This is a 12-month fixed-term position based in Brisbane CBD, offering a Flexible Full-time schedule for a healthier work-life balance.Key Responsibilities:Receive, assess, coordinate, and investigate...

  • Team Leader Customer Relations

    2 weeks ago

    Brisbane, Queensland, Australia Bank of Queensland Full time

    About the RoleThe Customer Relations Team Leader is responsible for the fair, timely and compliant resolution of Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints within Customer Relations at BOQ Group.They are responsible for the operational day to day running of the team and coaching Case Managers to ensure resolution of...

  • Team Leader Contact Centre

    2 weeks ago

    Brisbane, Queensland, Australia Apex Group Full time

    Team Leader Contact CentreLocation: Brisbane, AustraliaDate Posted: Mar 30, 2023DescriptionThe Team Leader, Contact Centre is responsible for providing all first point of contact for Apex's superannuation and redundancy trust clients.This includes: To ensure effective service outcomes are achieved through client interaction and administration processes which...