Aps5 Complaints Officer

2 months ago

Geelong, Australia Chandler Macleod Full time

**Location**
***
- Geelong, Victoria**Category**
***
- Health**Salary**
- $55.24 AUD - $55.24 AUD Hourly**Posted**
- 13-Sep-2023**Work type**
- Casual/Temp**Contact**
- Teresa Zanatta**Reference**
- BH-151204**Applications close by 4pm Monday 25th of September 2023.**

**Mandatory: Australian Citizenship required to work within Federal Government**

**Our Federal Government client is seeking to engage in a APS5 Complaints Officer for a 12-month assignment with potential extension in GEELONG VIC**

**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 NDIA Service Charter.
The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies.

**About the Role**
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 NDIA’s objectives to “build a world-leading National Disability Insurance Scheme”.
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 may include but are not limited to**:

- Managing complaints and participant incidents, including assessing, recording, resolving, referring and follow up when required.
- Ensuring an allocated caseload of complaints are managed effectively and in line with Participant Service Guarantee timelines.
- Effective communication (verbal and written) and service recovery with complainants and their representatives.
- Maintaining a high level of resilience and empathy while managing escalated complaints, which can include managing challenging and/or emotive calls
- Producing high-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.

(NOTE: the key responsibilities of the role are based on current priorities and may change over time)

**It is highly desirable that the successful applicant understand or lived experience in the field of disability.**

**What's on Offer?**

**- Position located in GEELONG VIC**

**- APS5 $55.24/ph + super**

**- Temporary contract for 12 months, with possibility to extend**

**- Standard Hours or work - Monday to Friday, 8:30 am till 5:00 pm 37.5hrs per week**

If you are interested in the role and you have the right experience for the position. CM123

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