Aps5 Complaints Handling Officer

1 week ago

Canberra, ACT, Australia Chandler Macleod Full time

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies.

For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.


Our Federal Government client is seeking to engage an APS5 Complaints Handling Officer on a contract for 6 months with potential extension.


Duties & Responsibilities:


Utilise statutory provisions under the Agency's and the National Disability Insurance Scheme Act 2013, to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time frames.


Manage and resolve a caseload of complaints about the provision of supports and services by agency providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.


Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.


Actively contribute to education and training programs in relation to the effective handling of complaints to inform and educate participants, agency providers and the public about agency's complaint handling functions.


Develop and maintain productive working relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the complaints handling function and the agency more broadly.

Contribute to a learning culture where expertise can be appropriately shared.

Other related/connected duties as required by the Agency

Complete all required mandatory training programs in the Agency. The timing and completion of the training will be discussed with the Agency's contact officer.

Skills, Knowledge and Personal Attributes

  • Previous experience in a complainthandling environment, managing routine complaints to a high standard.
  • Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
  • Welldeveloped analytical skills including a capacity to evaluate complaints identify risks and contribute to solutions.
  • Sound written and oral communication skills.
  • Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.
  • The ability, and the confidence, to make sound judgements and decisions based on thorough research, problemsolving, and evidencebased practice, to achieve the objectives of the complaints handling function, and the agency more broadly.

Mandatory Requirements:
Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance

This includes:
- hold Australian citizenship
- be willing to undergo an Australian Federal Police check
- be willing and eligible to obtain a security clearance to the level applicable to the position.


Any gaps or periods of time spent overseas for 12 or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance.

Clearances to the level of Baseline will be required.

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