Aps6 Complaints Officer

2 weeks ago

Canberra, Australia DFP Recruitment Services Full time

**Job description**:
**About the Organisation**
Our client is an independent statutory agency that is responsible for support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers.

**About the Team**
The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the Agency Service Charter. The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, Agency Board, Independent Advisory Council and oversight bodies.

**About the Role**
The APS6 Complaints Officer is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies and precedents. The position is a team leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across a range of activities. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership within the positions assigned Work Area.

Responsibilities may include but are not limited to:

- 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.

**How to Apply**

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

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