Complaint Handling Officers

2 weeks ago

Penrith, Australia DFP Recruitment Services Full time

**Job description**:
Join the team at a Government agency that works to deliver nationally consistent, responsive and effective regulation of service providers. These roles will commence ASAP and initial tenure will be until 4th August. Extension options for a further 6 months are highly likely.

**The Organisation**
This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and wellbeing of people with disability receiving supports or services.

**The Role**
The Complaints Handling Officers will be part of a dedicated team that is the first point of call for someone wishing to make a complaint about a NDIS service, support or provider.

APS5 Complaints Handling Officer duties will include but not be limited to;
- Utilise statutory provisions under the relevant legislative frameworks and Acts to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time frames.
- Manage and resolve a caseload of complaints about the provision of supports and services by NDIS providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
- 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, NDIS providers and the public about the NDIS Commission’s complaint handling functions.
- Develop and maintain productive working relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the complaints handling function and the Commission more broadly.
- Contribute to a learning culture where expertise can be appropriately shared.
- Other related/connected duties as required by the Agency
- Complete all required mandatory training programs in the Agency. The timing and completion of the training will be discussed with the Agency’s contact officer.

**About You**

In addition, you will be able to demonstrate the following
- Previous experience in a complaint handling environment, managing routine complaints to a high standard.
- Well-developed problem-solving skills including the ability to analyse issues from different perspectives and draw sound inferences from available information and data.
- Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
- Well-developed analytical skills including a capacity to evaluate complaints, identify risks and contribute to solutions.
- Sound written and oral communication skills.
- Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.
- The ability and the confidence to make sound judgements and decisions based on thorough research, problem-solving, and evidence-based practice.
- Knowledge of the issues facing people with disability in the context of their rights, health, safety and wellbeing.

**Applicants must**:

- Be willing to undergo an Australian Federal Police check.
- Be willing and eligible to obtain a security clearance to the level applicable to the position.

If you are interested in this role, please do APPLY NOW. If you require further information, please call Karen at DFP Recruitment on 02 9200 3677

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

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