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Ministerial and Parliamentary and Complaints

3 months ago

Canberra, Australia Chandler Macleod Full time

**Location***
- Canberra, Australian Capital Territory
- **Category***
- Executive
- **Salary**
- $ AUD - $ AUD Hourly
- **Posted**
- 30-Apr-2024
- **Work type**
- Full Time
- **Contact**
- Jess Kaur
- **Reference**
- BH-160117-11
-Our client is seeking to engage APS5 & APS6 Ministerial and Parliamentary Complaints Officers.
**Location**: Canberra, ACT
**Contract Length**: 12 months
**Pay rate**: APS6 -$60.26/Hourly (excluding super)
APS5 - $55.24/Hourly (excluding super)
**Eligibility/Security Requirement**:Australian Citizenship**

**APS5 Complaints Officers**

**Responsibilities of the role 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.

**APS6 Complaints Officers**

**Responsibilities of the role include but are not limited to**:

- Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
- Leading and supporting team members to effectively manage complaints within expected timeframes.
- 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.
- Managing 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.

**Key skills required for role**:

- Working a MP Office, Parl Min Branch within Government
- Previous experience in a complaints or compliance role
- Resilient, flexible, organised, attention to detail, empathetic, high analytical skills, proficient in word and Excel, ability to work proactively, ability to work autonomously and as part of a team. Ability to manage a high caseload of work, meet deadlines and prioritise work in line with risk and complaint due dates.
- Participant/Complaints Phone contact is mandatory for this role.
Please Note - The due date for this submission is **15/05/2024.