Ao5 Appeals and Complaints Officer

5 months ago

Brisbane, Australia Public Sector People Full time

Public Sector People is recruiting an experienced Appeals and Complaints Officer on behalf of a state government department. This role involves coordinating complex inquiries, complaints, and appeals under the Recovery and Resilience Framework (RHF). This is a 3-month contract position with potential for extension.

**Key Responsibilities**:

- Coordinating and managing complex inquiries, appeals, and complaints, ensuring prompt, professional, and accurate responses in compliance with the department's Complaints Management Policy and relevant legislation.
- Implementing and integrating the Appeals and Complaints Categorisation Framework and Playbook across the RHF program to streamline processes and enhance efficiency.
- Conducting comprehensive research and preparing detailed correspondence, briefing papers, reports, and recommendations on complex and sensitive complaints and appeals.
- Playing an active role in continuous evaluation and improvement of systems and processes to facilitate effective management and reporting of complaints and appeals.
- Leveraging customer experience and identifying recurring themes from complaints to inform strategic service improvement within the RHF program.
- Providing vital secretariat support to the RHF Appeals Committee, including the development and presentation of compelling cases for consideration.
- Ensuring accurate maintenance of the RHF Customer Relationship Management (CRM) system in relation to inquiries, complaints, and appeals.
- Extracting data from the CRM to generate insightful reports on inquiries, complaints, and appeals for presentation to the RHF Program Board.
- Assisting in the coordination of key initiatives and activities within the RHF program, employing best practice program and project management methodologies and tools.

**Requirements**:

- Experience managing complex inquiries, complaints, and appeals
- Strong knowledge of Complaints Management frameworks and relevant legislation
- Excellent research, analytical, and communication skills
- Proficiency in CRM systems and report generation
- Program/project management experience is a plus

To apply, submit your resume and cover letter addressing the requirements. Recruitment is conducted by Public Sector People on behalf of the government department.

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