Aps5 Complaints Officer

3 weeks ago

Broadmeadows, Australia Chandler Macleod Full time

**About the Organization**:
This leading Federal government agency supports Australian’s in achieving their goals and supporting them to live a better life. Their work has an impact on a significant area in the social sector, and you can contribute to the difference that they make in this role. This agency is known for having a great culture across different teams and have excellent office locations in Geelong or Broadmeadows.

**About the role**:
The APS5 Complaints Officer will be part of the Internal Reviews and Complaints Branch. It 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 Agency Service Charter.

Responsibilities may include but are not limited to:

- Manage complaints and participant incidents, including assessing, recording, resolving and referring as required
- Manage escalated complaints and ensuring strict deadlines are met
- Produce quality written correspondence for a range of audiences, including formal responses for the Minister
- Coordinate correspondence, briefing and reporting functions for the Complaints Team
- Support the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives

**MANDATORY**
- Experience working in a similar role under Australian rules and regulations.
- Excellent written and oral communication skills, and proficiency in the use of IT systems including Microsoft Office - Expert level Excel Skills.
- Organisational and planning skills.
- Demonstrated commitment to ongoing professional development.
- Current Police Check, o ability to obtain one.

**Key skills required for role***
- Working in an open office environment (exposure to general workplace chatter)
- Working from home on occasion
- Working in a hot desk environment
- Significant periods of sitting at a desk
- Operating a telephone
- Objection handling and strong communication skills
- Computer/screen-based work.
- Assistance animals may be in the work area.
- Ability to work autonomously.
- Timely and accurate input of participant data into computer software
- Work collaboratively and operate as an effective team member.
- Fast paced environment with ability to prioritise ever changing workload.

***

**Desirable skills to have for the role**:
**What you will bring to the role**:

- Strong communication and interpersonal skills.
- Experience in building relationships both with internal and external stakeholders.
- Ability to work within and across teams, the ability to adapt quickly to a changing environment
- Ability to manage confidential and sensitive information.
- Ability to prioritise and allocate tasks in an efficient manner while also maintaining high work standards and accuracy.

**How to apply**:
**Mandatory: Australian Citizenship required to work within Federal Government.**

**Applications close 15.00 PM AEST, 16th June 2023

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