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Complaints Management Complaints Officer

1 month 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 APS5 equivalent Complaints Management Complaints Officer.
- APS5 equivalent 55+ p/h + super
- Located in Chermside, Queensland
- Up to 12 months with potential to extend, pending business and performance requirements.

**About the Team**
Join our dynamic team at the Internal Reviews and Complaints Branch, the central coordination point for handling and resolving internal reviews and complaints. Working directly with participants, providers, internal staff, and external agencies, our branch is dedicated to managing and resolving complaints in accordance with the Service Charter.

**About the Role**
As an APS5 Complaints Officer, you'll be responsible for undertaking moderately complex to complex work with limited supervision. Your tasks will include technical, research, policy, and analysis activities, as well as procedural and administrative tasks supporting our objectives. You'll engage with internal and external stakeholders, providing advice to resolve complex enquiries.
- Manage complaints and participant incidents, including assessment, recording, resolution, and referrals as required.
- Handle escalated complaints, ensuring strict deadlines are met.
- Produce high-quality written correspondence for various audiences, including formal responses for stakeholders.
- Coordinate 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:

- Demonstrated experience in complaints management or a related field.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to communicate effectively with diverse stakeholders.
- Ability to work autonomously and collaboratively in a fast-paced environment.
- Knowledge of relevant legislation, policies, and procedures is desirable.
- Be able to pass and hold a national police check and worker screening check.
- Must be an **Australian Citizen.