Complaints Handling Officer

2 weeks ago

Melbourne, Australia Karlka Recruiting Group Full time

Contract until APS5 Complaints Handling Officer+ extensions
- Federal Government Agency
- Melbourne, Brisbane, Adelaide & Perth locations

**About the company**
Karlka Recruiting Group has partnered with a
**Federal Government Agency** to engage an APS5 Complaints Handling Officer.
***This position is located in their busy Melbourne, Brisbane, Adelaide & Perth office for an initial
**contract until 04/08/23.**

**Duties**
- Manage and resolve a caseload of complaints about the provision of supports and services, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
- Utilise statutory provisions and Safeguarding Framework 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.
- 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.

**Requirements/Skills**
- Previous experience in a complaint-handling environment, managing routine complaints to a high standard.
- Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
- Well-developed 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.

**Mandatory Requirements**
- 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.
- Well-developed problem-solving skills including the ability to analyse issues from different perspectives and draw sound inferences from available information and data.
- Relevant experience in dispute resolution, mediation or conciliation.

**Benefits working with Karlka Recruiting Group**
- Weekly pay
- Ongoing support: Pre, during and post placement
- Dedicated consultant per contract
- Employee Assistance Program available
- Our agency supports Indigenous communities

**How to Apply**
**2pm** on
**18/01/2023**
Consultant:
**Liam**

Applications received after the
- due date_ may be considered for similar roles.

SCR-liam-molloy

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