Complaints Management Complaints Officers

2 weeks ago

Geelong West, Australia Chandler Macleod Full time

**Location***
- Geelong West, Victoria
- **Category***
- Office Support
- **Salary**
- $ AUD - $ AUD Hourly
- **Posted**
- 01-May-2024
- **Work type**
- Casual/Temp
- **Contact**
- Sarah Weekly
- **Reference**
- BH-160115-7
- **About the company**:
As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals. Our Federal Governmetn client is seeking to engage APS5 & APS6 Complaints Management Complaints Officers for multiple roles.
**About the roles**:
APS5 Complaints Management Officers
- 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 Senior Complaints Management Officers
- 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 both roles**:

- Previous experience in a high-volume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness.
- Strong communication skills, Participant/Complainants phone contact is mandatory. Strong writing skills are also required. Working in a dynamic and changing environment. Either previous experience or have to ability to quickly learn about the Agency’s systems and functions.
- Resilient, flexible, efficient, organized, 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 with competing priorities, meet deadlines and prioritize work in line with risk and complaint due dates. Ability manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
- Ability to work with a range of stakeholders.

**Benefits**:

- ASAP start (Pending Federal Police Clearance)
- 12 month temporary assignment
- Full time hours, Monday to Friday
- Geelong location, Victoria
- APS6 -$60.26/Hourly (excluding super)
- APS5 - $55.24/Hourly (excluding super)

** Please Note - The due date for this submission is 15/05/2024

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