Complaints Officers

2 weeks ago

Geelong, Australia DFP Recruitment Services Full time

**Job description**:
**The Role**:
As a Complaints Officer, you'll be a vital part of the team, responsible for managing complaints and incidents. Your role will involve assessing, recording, and resolving complaints while adhering to legislative requirements and organizational standards. We are recruiting roles at both **APS4 and APS5 level.**

**Responsibilities**:

- Handle complaints and incidents, ensuring timely resolution and appropriate referrals.
- Manage escalated complaints, meeting strict deadlines with professionalism.
- Craft high-quality written correspondence, including formal responses for the Minister.
- Coordinate correspondence, briefing, and reporting functions for the Complaints Team.
- Support the team in addressing day-to-day operational challenges and achieving strategic objectives.

**Requirements**:

- Proven experience in managing complaints and participant incidents, ideally in a government or similar setting.
- Strong understanding of relevant legislation, policies, and procedures guiding complaint management.
- Excellent communication skills, both written and verbal, with a knack for engaging stakeholders.
- Ability to work autonomously and collaboratively in a fast-paced environment.
- Meticulous attention to detail and exceptional organizational skills.
- Tertiary qualifications in a relevant field are a plus

**To apply**
As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.

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