Complaints Management Complaints Officers

1 month ago

Geelong, Australia Chandler Macleod Full time

**Location***
- Geelong, Victoria
- **Category***
- Executive
- **Salary**
- $43 AUD - $55 AUD Hourly
- **Posted**
- 12-Apr-2024
- **Work type**
- Full Time
- **Contact**
- Jess Kaur
- **Reference**
- BH-159547-2
- **Federal Government opportunity open to NSW Charlestown, VIC Broadmeadows, Geelong, QLD Brisbane.**
- **12-month contract with the possibility of extension**:

- **APS5 - $55.24 per hour plus super**:

- **APS4 - $43.82 per hour plus super**

Out Federal Government Client is seeking a skilled Complaints Management Complaints Officers. 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 the agency's objectives.
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**:

- 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.
- 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.

**APS4 Responsibilities**:

- Supporting the coordination of complaints received, including resolving at point of entry, assessing, recording and referring as required.
- Contacting relevant stakeholders to confirm receipt of referred complaints and gather information.
- Escalating complaints in accordance with established Agency complaint handling processes.
- Contributing to record keeping activities to ensure team records are accurate and current.
- Coordinating correspondence, briefing and reporting functions to the branch as needed
Please note you do need to be an **AUSTRALIAN CITIZEN** for this Federal Government role.

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