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Complaints Management Complaints Officers

3 months ago

Broadmeadows, Australia Chandler Macleod Full time

**Location***
- Broadmeadows, Victoria
- **Category***
- Office Support
- **Salary**
- $ AUD - $ AUD Hourly
- **Posted**
- 01-May-2024
- **Work type**
- Casual/Temp
- **Contact**
- Zoe Eagles
- **Reference**
- BH-160115-2
- **Federal Government opportunity open to Broadmeadows or Geelong.**
- **12-month contract with the possibility of extension**:

- **APS5 - $55.24 per hour plus super**:

- **APS6 - $60.26 per hour plus super**

Out Federal Government Client is seeking multiple skilled Complaints Management Complaints Officers.The APS5 Complaints Officer is accountable under limited supervision to undertake moderately complex to complex work. Legislation, policies, procedures, standards, methodologies and precedents guide the position. The position will be required to undertake technical, research, policy and analysis activities and tasks using available information where options are not always evident. It will be required to perform procedural, clerical, administrative and operational tasks that supports and contributes to the agency's objectives.
The APS5 Complaints Officer will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.

**Responsibilities**:

- Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing 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.

APS6 Responsibilities:

- Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
- Leading and supporting team members to effectively manage complaints within expected timeframes.
- Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
- Managing 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.