Aps6 Complaints Officer

4 weeks ago

Geelong, Australia HAYS Full time

FED GOV | FULL TIME | GEELONG VIC

**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.

Hays is currently working with a Federal Government Agency in Geelong CBD who is seeking an APS6 Complaints Officer for a full time, 12 month temporary assignment with the potential to extend.

**Your new role**

You will work standard full time business hours from Monday to Friday, with team leadership responsibility, resolving issues and risks across a range of activities. You will provide control, planning, resource management, performance management and decision making for the Team.

Responsibilities will include:

- 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.

**What you'll need to succeed**

To succeed, you will need:

- Experience in a similar case management environment
- Experience in a Government setting preferred
- Excellent communication skills, both written and verbal
- Exceptional ability to make sound decisions within delegation
- Ability to work within strict timeframes and deadlines
- Confidence in dealing with complex cases or complaint management
- Demonstrated experience leading a team or mentoring a team
- IT proficiency including MS Office

**What you'll get in return**

Through Hays, this role offers you an hourly rate of $58.50 + super and the opportunity to grow your career within this Federal Government Agency.

Temporary and Contract workers through Hays also enjoy a wide range of benefits including:

- Weekly pay cycles
- Nominated choice of superannuation fund
- Online timesheet 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

PH: 03 5226 8000

**LHS 297508** #2741980

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