Aps4 Complaints Officer

3 weeks ago

Melbourne Northern Suburbs, Australia HAYS Full time

12-month contract | Broadmeadows | $43 per hour | Multiple roles available | Hybrid

**Your new company**

Operating from Broadmeadows, this Federal Government organisation are seeking multiple APS4 Complaints Officers to join their team in a full-time capacity, in a 12-month contractual basis. They are seeking suitable professionals who hold the ability to listen to participants, analyse the information they receive, and confer the next steps. They are searching for enthusiastic problem solvers to fill anticipated vacancies for Complaint Officers at APS4 levels.

**Your new role**

The Complaints Officer's primary role is to accurately record complaint information in corporate systems. In addition to administrative work, the CO's responsibilities include assessing complaints to determine jurisdiction and the appropriate way to resolve or progress complaints. You will also be required to:

- Communicate effectively on the phone, in person and in writing with members of the public and the agencies we oversee.
- Listen to people and work with people who contact us to achieve appropriate outcomes.
- Identify appropriate referral pathways for enquiries and complaints that are out of jurisdiction, escalate urgent and sensitive complaints and raise emerging trends and potential systemic issues within the Office.
- Assisting with and participating in corporate activities, training and mentoring team members as required.
- Contribute to the performance of the Complaints Branch and the Office in a collaborative and inclusive manner.
- Uphold and demonstrate the values of the Office.

**What you'll need to succeed**

To be successful in obtaining this opportunity, you will have a willingness to learn, a proven work ethic and **are an Australian Citizen**. You will also need:
**Knowledge and Experience**:

- Communicate effectively with a diverse range of people, including people living with disability, culturally and linguistic diversity and vulnerabilities such as mental health conditions, financial hardship and homelessness.
- De-escalate challenging conversations while finding ways to resolve complaints.
- Exercise sound judgement in making discretionary decisions.
- Work effectively and efficiently to achieve results.
- Managing personal wellbeing and resilience.
- Maintain professionalism and impartiality.

**What you'll get in return**

You will be part of a vibrant team within a large, leading organisation who strive for success. You will be paid at an APS4 range and will enjoy an exciting and supportive environment with a team of hard-working, ambitious and like-minded individuals. You will be matched with modern tools and technology to complete your job to a high standard.
- ** 12-month contract**:

- ** Situated in Broadmeadows, Melbourne, Victoria**:

- ** Hybrid working arrangements**:

- ** $43 per hour +superannuation (dependent on your experience)**

**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 about your career.

Shannon Seers

03 9946 3560

2847383

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