108672 Aps5 Complaints Officer

3 weeks ago

Geelong, Australia HAYS Full time

WORK FOR A FED GOV AGENCY WITH WORKING FROM HOME FLEX

**Your new company**

Hays Geelong 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 Victoria.

I am currently partnered with a Federal Government Agency who is seeking APS5 Complaints Officer's to join their team.

**Your new role**
- July 2023 start
- Full time hours | Monday to Friday - NO OVERTIME, NO WEEKENDS
- Working from home flexibility

As the APS5 Complaints Officer, you will work under limited supervision to undertake complex work, with legislation and policy guiding your position. You will be required to undertake research and analysis activities, and perform administrative and operational tasks as required. Your 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:

- IT proficiency including MS Office and Customer Record Management (CRM) systems
- Experience working in a Case Management or Complaints Handling role, or similar
- An ability to review information and make relevant, informed decisions
- Experience working to legislation and policy
- Exceptional written and verbal communication
- Ability to work autonomously and within a team environment
- Confidence in organising and prioritising workload
- Australian Citizenship

**What you'll get in return**

What's in it for you?

Through Hays, this role offers you an hourly rate of $55.24 + super, an opportunity to progress your career within this Federal Government Agency and a wide range of benefits including flexibility to work from home on occasion and:

- 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 Geelong based 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 us for a confidential discussion on your career.

Brittany Hall - Senior Recruitment Consultant

**LHS 297508**#2784429

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