Aps5 Complaints Officer

7 months ago

Geelong, Australia HAYS Full time

MULTIPLE FEDERAL GOVERNMENT ROLES

**Your new company**

Hays are the preferred supplier choice to Federal, State and Local Government organisations as well as leading employers in Health, Technology, Insurance, Education and Utilities across Geelong and Western VIC. Our Federal Government Client are seeking x4 APS5 Complaints Officers for their Geelong CBD office to join their expanding team in a temporary, 12 month assignment with the potential to extend.

**Your new role**

As the APS5 Complaints Officer, you will undertake complex tasks with a considerable amount of contact with internal and external stakeholders. Responsibilities will include:

- Managing complaints and participant incidents, including assessing, recording, resolving, referring and follow up when required.
- Ensuring an allocated caseload of complaints are managed effectively and in line with Participant Service Guarantee timelines.
- Effective communication (verbal and written) and service recovery with complainants and their representatives.
- Maintaining a high level of resilience and empathy while managing escalated complaints, which can include managing challenging and/or emotive calls
- Producing high-quality written correspondence for a range of audiences, including formal responses for the Minister.
- Coordinating correspondence, briefing and reporting functions for the Complaints Team.
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

**What you'll need to succeed**

To succeed as the APS5 Complaints Officer, you will need:

- Experience working in a fast-paced environment, prioritising a changing workload
- Demonstrated experience objection handling and strong communication skills
- An empathetic nature and ability to maintain resilience whilst managing escalated complaints
- Australian Citizenship

**What you'll get in return**

Through Hays, this role offers you an hourly rate of $55.24 + super, an opportunity to progress your career with this Federal Government Agency, flexibility to work from home on occasion as well as:

- Weekly pay cycles
- Nominated choice of superannuation fund
- Online time sheet submission and approval
- No hidden costs or payroll deductions for our services
- No invoicing required for Pty Ltd holders
- Regular contact with Hays consultants throughout the duration of your assignment

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact our Office Support team for a confidential discussion on your career.

Brittany Hall - Team Manager

Lachlan Cooke - Associate Consultant

2796171

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