Aps 5 / 6 Complaints Management Officer

4 months ago

Canberra, Australia DFP Recruitment Services Full time

**Job description**:
APS5 and APS6 Complaints Management Officer
- ** APS 5 $55.24 / APS 6 $60.26 / Hourly Rate / 11% Super**:

- ** Canberra, City**:

- ** 12-month contract**

**About the client**
The Agency is seeking 13 x Complaints Management Officers (APS5 and APS6) to promote the agencies objectives.

**Duties of APS 5**
- 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

**Duties of APS 6**
- 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**
- 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.
- 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.

**Desired Experience**
- Preferably have Disability, Complaints management experience.
- Previous experience in having difficult conversations and managing expectations

**Application Requirements**
- Applicants must hold **Australian citizenship**.
- Applications close on **14/05/24.

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