Complaints Officer
1 week ago
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 APS6 equivalent Ministerial and Parliamentary Complaints Officer.
- APS6 equivalent 60+ 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 vibrant and dynamic team at the heart of resolving internal reviews and complaints. As part of the Internal Reviews and Complaints Branch, you will play a pivotal role in ensuring the effective handling and resolution of complaints, working closely with participants, providers, internal stakeholders, and external agencies. This is an opportunity to contribute to a culture of continuous improvement and excellence in service delivery.
**About the Role**
As an APS6 Complaints Officer, you will lead the team in managing complex complaints and participant incidents. Reporting to the Branch Manager, you will have delegated authority and responsibility to resolve issues and risks across various activities, ensuring compliance with legislation, policies, and procedures. Your role will involve providing leadership, guidance, and support to team members, as well as overseeing the effective management of complaints within expected timeframes.
- Develop guidance materials and support processes to assist team members and other business areas in dealing with complaints.
- Lead and support team members to effectively manage complaints within expected timeframes.
- Manage complaints and participant incidents, including assessing, recording, resolving, and referring as required.
- Handle escalated complaints, ensuring strict deadlines are met.
- Produce quality written correspondence for various audiences, including formal responses.
- Manage correspondence, briefing, and reporting functions for the Complaints Team.
- Support the Complaints Team in resolving day-to-day operational issues and achieving strategic objectives.
**About you**
To thrive in this role, you need:
- Previous experience in a complaints or compliance role, preferably within government.
- Resilient, flexible, organised, and empathetic with high attention to detail.
- Proficient in Word and Excel, with strong analytical skills.
- Ability to work proactively, autonomously, and collaboratively within a team.
- Experience managing a high caseload of work, meeting deadlines, and prioritising tasks in line with risk and complaint due dates.
- Participant/complaints phone contact experience.
- Be able to pass and hold a national police check and worker screening check.
- Must be an **Australian Citizen.
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