Complaints Resolution Officer

2 weeks ago

Parramatta, Australia NSW Government -Department of Education Full time

**Complaints Resolution Officer**

Opportunity to join a team that provides a dispute resolution body for complaints and delivers high-quality experiences that put our students’ and parents’ diverse needs at the centre of decision-making. At the **NSW** **Department of Education**, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our goal.
- **Critical and Strategic Problem Solver**:

- **Recruitment Pool for future temporary and ongoing roles**:

- **Salary ranges from $101,947pa to $112,849pa plus employers contribution to super and leave loading**:

- **Located in Parramatta with hybrid and flexible work options**
- A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months._

**About the Role**
The Complaints Resolution Officer provides a wide range of services to effectively manage complaints resolution in compliance with departmental regulatory and legislative requirements.

The right person for this role will display resilience and understand that they will encounter frustrated customers at times; keeping in mind that the complaints and feedback do benefit the organisation's future by effecting positive change. People are at the heart of everything we do and together we will make a difference.

**Skills and Experience**
- Are you humble, empathetic and compassionate by nature, who is consultative with the ability to effectively get to the heart of complex issues?
- Do you have a sharp focus, highly effective listening, written and verbal communication skills, and a flair for dealing empathetically with a diverse community?
- Does your resilient nature allow you to push through when dealing with criticism from consumers?
- Ability to make decisions to resolve complaints quickly is critical.
- Are you an effective communicator?

**Essential requirements**
- Relevant experience in complaints handling or associated disciplines, in a large and dynamic organisational environment
- Hold a valid clearance to work with Children (Working with Children Check)

For more information read the full Role Description**:Complaints Resolution Officer**

**Key knowledge and experience**
- Knowledge of and commitment to implementing the Department’s **Aboriginal Education Policy** and upholding the **Department’s Partnership Agreement with the NSW AECG** and to ensure quality outcomes for Aboriginal people.

**What We Can Offer You**:

- An opportunity to work in a supportive and collaborative environment where initiative and hard work are recognised
- Flexible working practices with hybrid and flexible work options (35-hour week)
- Career development opportunities that allow individuals to grow and reach their full potential
- Flex time, and work-life balance - to be a part of an organisation where individuals time is valued
- A conveniently located office in the heart of Parramatta CBD with close access to public transport

**How to apply**
- Submit a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role
- Attach an up-to-date resume (maximum of 5 pages)

**Closing date: Sunday, 9 April 2023 at 11:59pm**

**Responsibilities**:
Please refer to the Role Description attached

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