Aps5 Complaints Officer

2 weeks ago

Broadmeadows, Australia DFP Recruitment Services Full time

**Job description**:
**The Opportunity**
***
On behalf of a Federal Government Agency we are looking for APS5 Complaints Officers to join the Internal Review and Complaints team based in Broadmeadows or Geelong. The role will be 12 months, working 37.5 hours per week, paying $55.24 per hour plus super.

The team are responsible for handling resolution of reviews and complaints working directly with participants, providers, internal and external stakeholders.

***
**Responsibilities may include but are not limited to;**
- 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.

**To be successful you will demonstrate;**
- Experience in a similar role
- Ability to support the coordination of complaints received including recording, assessing, resolving at point of entry and referring as required.
- Reviewing and assessing information to determine complaint risk and escalate in accordance with established complaint handling processes.
- Strong analytical abilities
- Excellent stakeholder management
- Excellent judgement and decision-making abilities
- Strong communication skills

**To Apply**
***
As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.

If you are interested in this role, please APPLY NOW or call DFP Recruitment on 03 8632 9900.

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