Aps4 & 5 Complaints Officer - Penrith

4 weeks ago

Penrith, Australia DFP Recruitment Services Full time

**Job description**:

- **Multiple Federal Government opportunities in Penrith**:

- **6 month contract with the possibility of extension**:

- **APS4 $43.89 per hour + Super**:

- ** APS5 $48.21 per hour + Super**

Our client is seeking multiple
**APS4 and APS5 Complaints Officers** to become part of a state-based team operating under their framework which entails the processing of complaints within legislative timeframes.

**APS4 Complaints Handling Officer duties will be, but not be limited to**:

- Manage, prepare complaints documentation and resolve cases regarding the provision of support and services for participants.
- Assess complex complaints and contribute to complaints handling activities.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with and escalate any delays or workflow obstacles to managers.
- Support education and training programs in relation to the effective handling of complaints to inform and educate participants, providers, and the general public.
- Develop and maintain productive working relationships with a range of stakeholders to facilitate the work of the complaints handling function.
- Actively participate in an environment where learning and information sharing is encouraged.

**APS5 Complaints Handling Officers**
**will be, but not limited to**:

- Manage, prepare complaints documentation and resolve cases regarding the provision of support and services for participants.
- Assess complex complaints and contribute to complaints handling activities.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
- Actively contribute to education and training programs in relation to the effective handling of complaints to inform and educate participants, providers, and the public about the complaint handling functions.
- Develop and maintain productive working relationships with a range of stakeholders to facilitate the work of the complaints handling function.
- Contribute to a learning culture where expertise can be appropriately shared.
- Other related/connected duties as required by the Agency.
- Previous experience in a complaint handling environment, managing complaints to a high standard.
- Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
- Strong analytical skills including a capacity to evaluate complaints, identify risk, and contribute to solutions and provide advice.
- Excellent written and oral communication skills and highly developed organisational skills.
- The ability to make sound judgements and decisions based on thorough research, problem-solving, innovation and evidence-based practice, to achieve the objectives of the complaints handling function.

**To Apply**

To be eligible for this role you must hold
**Australian Citizenship** and be willing to undergo an Australian Federal Police check and WWCC.

If this sounds like the role for you, please do APPLY NOW and submit your resume in MS Word Format or contact Ankita on 02 9200 3683 for more information.

Note: You may be required to provide evidence of your COVID-19 vaccination status.

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