Complaints Officer

7 months ago

Chermside, Australia HOBAN Recruitment Full time

Are you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an APS4 equivalent Complaints Officers.
- APS4 equivalent $43+ p/h + super
- Located in Chermside, Queensland
- Up to 12 months with potential to extend, pending business and performance requirements.

**About the Team**
Join the Internal Reviews and Complaints Branch, the central point of coordination for handling and resolving reviews and complaints within our organisation. Working collaboratively with participants, providers, internal staff, and external agencies, our branch is dedicated to managing and resolving reviews and complaints in line with our service standards.

**About the Role**
As an APS4 Complaints Officer, you'll play a pivotal role within our team, working within defined parameters to uphold our commitment to resolving complaints and supporting our objectives. You'll engage with a diverse range of stakeholders, providing advice and assistance to resolve moderately complex enquiries.
- _ Coordinate Complaints_: Handle complaints received by our organisation, including resolution at the point of entry, assessment, recording, and appropriate referral.
- _ Stakeholder Engagement:_ Communicate with relevant stakeholders to confirm receipt of complaints and gather necessary information.
- _ Complaint Escalation:_ Ensure complaints are escalated in accordance with established complaint handling processes.
- _ Record Keeping:_ Contribute to maintaining accurate and current records within the team.
- _ Correspondence and Reporting:_ Assist in coordinating correspondence, briefing, and reporting functions for the branch.

**About you**
To thrive in this role, you need:

- Demonstrated experience in complaint handling or customer service role.
- Strong communication skills, with the ability to engage effectively with a diverse range of stakeholders.
- Sound understanding of policy, principles, and procedures relevant to complaint resolution.
- Ability to work within defined parameters and contribute to team objectives.
- Experience in record keeping and administrative tasks is desirable.
- Be able to pass and hold a national police check and worker screening check.
- Must be an **Australian Citizen.

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