Aps5 Complaints Officer

6 days ago

Brisbane, Australia Talent International Full time

australia brisbane contract up to au$55.24 per hour- **12 month contract, opportunity to extend.**:

- **Chermside based**:

- **Work from home options available, 2 - 3 days per week**

**About the company**:
Our client is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS). This role will see you join an organisation that values a positive contemporary attitude to disability and is dedicated to supporting a better life for hundreds of thousands of Australians living with disability and their families / carers.

**About the role**:
The Internal Reviews and Complaints Branch is the central point of coordination for 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.

Responsibilities of the role include but are not limited to:

- Managing complaints and participant incidents, including assessing, recording, resolving, referring and follow up when required.
- Ensuring an allocated caseload of complaints are managed effectively and in line with timelines.
- Producing high-quality written correspondence for a range of audiences, including formal responses for the Minister.
- Coordinating correspondence, briefing and reporting functions for the Complaints Team.
- Review and assess information to determine complaint risk and escalate in accordance with established handling processes.

**Skills and experience required**:

- Previous success working in a high-volume complaint and / or customer service role, with the ability to achieve output expectations.
- Ability to manage a high caseload of work with competing priorities.
- Ability manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
- Exceptional communication skills, ability to liaise professionally with participants, providers, and internal employees.
- Ability to maintain a high level of resilience and empathy while managing complaints, this role may include managing challenging and/or emotive calls.
- Strong correspondence and document management experience.

**What’s in it for you?**
- Join a supportive and collaborative work environment that is dedicated to improving the lives and experiences of others.
- Competitive hourly rate, aligned with APS5 banding.
- Flexible working arrangements on offer.
- Contractor benefits available through Talent, join the family today
- Tailored support throughout the whole process and beyond by your experienced Recruitment Partner.

**How to apply**:
(07) 3031 4500 / (07) 3031 4514

**Applications close Tuesday, 14th May 2024.

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