Aps4 & Aps5 Customer Service & Complaints Officers

2 weeks ago

Perth, Australia DFP Recruitment Services Full time

**Job description**:
**The Organisation**

This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and well-being of people with disability receiving supports or services.

**The Role**

The
**Complaints Handling Officers** will be part of a dedicated team that is the first point of call for someone wishing to make a complaint about a service, support or provider. Please note, there are numerous positions available, therefore, if you think you are suitable, I would highly recommend applying.

Duties will include but not be limited to;
- Utilise statutory provisions under the relevant legislative frameworks and Acts to request the relevant information necessary to process and prepare complaints documentation to enable the decision maker to make robust decisions within legislated timeframes.
- Manage and resolve a caseload of routine complaints about the provision of supports and services by providers, including assessing straightforward complaints and contributing to complaints handling activities.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles.
- Support education and training programs in relation to the effective handling of complaints to inform and educate participants, providers, and the general public.
- Develop and maintain productive working relationships with a range of stakeholders to facilitate the work of the complaints handling function.
- Actively participate in an environment where learning and information sharing is encouraged.

**About You**

In addition, you will be able to demonstrate the following
- 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.
- The ability and the confidence to make sound judgements and decisions based on thorough research, problem-solving, and evidence-based practice.

**Some additional information**:

- At this stage there is no flexibility available to work from home although that may change after a period of training and suitable performance from the successful applicant.
- Numerous positions available, interviews will be held from 19th January 2023 and completed as quickly as is possible. Start dates for the roles will then be determined after suitable applicants have obtained a baseline police check.

**Applicants must**:

- 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.

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

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