Aps5 Complaints Officers

2 weeks ago

Adelaide Region SA, Australia Aged Care Quality and Safety Commission Full time

Demonstrate strong customer outcomes focus when handling conflict resolution
- Work in supportive teams in one of the Aged Care Quality and Safety Commission’s offices
- Contribute to priorities of the team and manage individual caseloads effectively

Work with people receiving care, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care services.

**About the Company**

The Aged Care Quality and Safety Commission (the Commission) protects and enhances the safety, health, wellbeing and quality of life of people receiving aged care. The Commission is the national regulator of aged care services and is focused on delivering a world class sector that safeguards the welfare and rights of consumers.

**About the Role**

The role of the Complaints Officer focuses on making positive improvements for people receiving aged care, their representatives and service providers. These improvements are achieved by Complaints Officers utilising a range of complaint resolution techniques such as, early resolution, service provider resolution, conciliation and investigation.

Key responsibilities of the role include but are not limited to:

- Working with complainants, people receiving care and service providers to identify concerns and develop options to achieve resolution
- Managing calls and managing difficult conversations while identifying, escalating and managing risks
- Accurately recording information including, preparing detailed reports, correspondence and recommendations
- Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team

Opportunities available in Sydney NSW, Hobart TAS, Canberra ACT, Brisbane QLD, Perth WA, Melbourne VIC and Adelaide SA.

**About the Person**
- Readily demonstrated strong analytical and problem-solving skills, ability to assess and manage risk and ensure all actions undertaken align with legislative requirements.
- Strong written and verbal communication including the ability to write comprehensive evidence-based recommendations and reasons for decisions.
- Time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
- Collaboratively achieving outcomes and influencing positive culture in the workplace.

**Key requirements of the role include**:

- Roles involving field work require the provision of evidence of having had a seasonal influenza and COVID 19 vaccinations.

The Commission has implemented a working model which currently allows staff to work from home for up to 2 days per week. Employees have access to other flexible working arrangements in line with the Commission's Enterprise Agreement and Policies.

**How to Apply**

4030

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