Aps 5 / 6 Complaints Management Officer

3 weeks 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.



  • Canberra, Australia Hudson Australia Full time

    This pay rate is inclusive of mandatory 25% casual loading **The Role** If you are an experienced APS 5 or APS 6 Policy Officer looking for a short term contract and looking to be part of meaningful and important work, are based in Canberra or in Alice Springs and have a baseline clearance, then this may be the role you are looking for! **APS 5 Policy...


  • Canberra, Australia Australian Taxation Office Full time

    Smarter Data Program, various teams - Various locations in ACT, NSW, QLD, SA, TAS, VIC & WA - Ongoing/non-ongoing, full-time/part-time, $81,478 - $101,008 + 15.4% super We are seeking highly motivated and innovative APS 5 and APS 6 Data Management Officers to join our Smarter Data Program. Successful applicants may be placed in one or more data management...


  • Canberra, Australia Hudson Australia Full time

    Are you passionate about driving employee engagement and delivering impactful communication strategies? Our client, a federal government department, is seeking talented professionals to join their Corporate Communications team as APS 5 and APS 6 Public Affairs Officers. These roles offer the opportunity to make a difference by managing internal and corporate...


  • Canberra, Australia DFP Recruitment Services Full time

    **Job description**: APS 5 / APS 6 Co Design Project Officer - ** APS 5 $55.24 / Hourly rate / Super / 6 - month contract (possible extension)**: - ** APS 6 $60.24 / Hourly rate / Super / 12 - month contract (possible extension)**: - ** Deakin, ACT** **About the client** One of our clients is now seeking 4 x APS 5 and 3 x APS 6 Co Design Project Officers...


  • Canberra, Australia Department of Finance Full time

    Business Enabling Services Group / Shared Services Division / Policy and Governance Branch - APS 5 ($85,836 - $96,313),APS 6 ($94,434 - $115,254) | Ongoing & Non-ongoing | Full-time & Part-time - Canberra, ACT **ABOUT THE BRANCH** The Policy and Governance Branch within the Shared Services Division is responsible for driving cross-government policy and...


  • Canberra, Australia Hudson Australia Full time

    Seeking qualified Finance Officers with a AGSVA clearance at the APS 5 or APS 6 level. As the Finance Officer you will perform a broad range of functions with manageable workload under the broad direction. You will have: - Experience in end of end of month processing, including preparing and posting journals, review of general ledger balances, preparation...


  • Canberra, Australia Hudson Australia Full time

    flexhive is your on-demand talent platform. We are seeking for experienced APS 5/6 Program Officers across several Federal government agencies. This position presents an opportunity for professional development and knowledge acquisition through exposure to diverse government entities. **About the role**: - Full-time positions across Canberra - Flexible...


  • Canberra, Australia Hudson Australia Full time

    **About the opportunity**: The Complaints and Feedback Officer plays a vital role within the organisation, providing a key point of contact for complainants and Department of Social Services business areas. Complaints can be very stressful, both for the complainant and the recipient of the complaint. The Complaints and Feedback Officer is responsible for...


  • Canberra, Australia face2face Recruitment Full time

    **Applications close: 12 pm Friday 1 September **Face2face Recruitment reference**:589805 **Duration**:12-month contract and non-ongoing roles **Location**:Brindabella Business Park, ACT **Security Clearance**:Ability to obtain baseline clearance and police check required Our Australian Government client is a law enforcement agency responsible for offshore...

  • Aps 5, Aps 6

    3 weeks ago


    Canberra, Australia Australian Government Department of Defence Full time

    $76,611 - $95,873 (plus Super) - Canberra - ACT, Laverton - VIC **The Role** Do you want to help lead Defence in its journey to become a more data-informed organisation? We are seeking the right people to play a key role in driving cultural change in Defence and delivering Defence Logistics Systems business transformation. **APS 6 Data Team Leader and APS...


  • Canberra, Australia Australian Government Full time

    $86,887 - $93,066 + up to 15.4% Superannuation (Includes scheduled March 2025 pay increase in accordance with the Defence Enterprise Collective Agreement 2024) - Canberra - ACT **The Role** The APS 5 Governance Officer is accountable under limited direction to perform and achieve complex governance work within the AAC to monitor, report and improve...


  • Canberra, Australia Department of Industry, Science, Energy & Resources Full time

    **Job no**: 512673 **Employment type**: Ongoing **Location**: Canberra **Categories**: APS Level 5, APS Level 6, Administration, Evaluation, Audit **About the department**: The department plays a key role in the Australian Government’s agenda to create jobs and build a stronger, more resilient and competitive economy. Our work builds on Australia’s...


  • Canberra, Australia Australian Taxation Office Full time

    Smarter Data Program, various teams - Various locations in ACT, NSW, QLD, SA, TAS, VIC & WA - Ongoing/non-ongoing, full-time/part-time, $81,478 - $101,008 + 15.4% super We are seeking highly motivated and innovative APS 5 and APS 6 Data Analysts to join our Smarter Data Program. As an **APS 5 Data Analyst**, in our Smarter Data Program business area,...


  • Canberra, Australia Australian Government Full time

    $83,706 - $104,753 + up to 15.4% Superannuation - Brindabella Park - ACT **The Role** Do you seek a challenge with outcomes that directly benefit the Defence personnel and their families? Then this is the job for you! People Policy and Employment Conditions Branch have multiple broadband APS 5-6 positions available where you will perform a broad range of...


  • Canberra, Australia Australian Government Department of Defence Full time

    $85,607 - $97,790 (plus Super) - Canberra - ACT **The Role** This role reports to the Deputy Director Governance covering matters related to Boards and meetings conducted under the Logistics Systems Governance Framework, supporting a robust governance culture and associated practices within the Branch and across all stakeholders engaged by the Governance...

  • Aps 5 Finance Officer

    2 weeks ago


    Canberra, Australia Hudson Australia Full time

    Seeking APS 5 Finance Officer for a 6 month labour hire contract located in Sydney or Canberra with experience in SAP. ***: The Finance Officer will assist the Senior Financial Officers and Chief Financial Officer with finance, reporting and compliance functions. The Finance Officer will be responsible for undertaking the following duties: - Processing...

  • Aps 5, Aps 6

    2 weeks ago


    Canberra, Australia Australian Government Department of Defence Full time

    $78,143 - $97,790 (plus Super) - Canberra - ACT **The Role** **APS 5** As an Information Assurance Officer (APS5) you will work within an existing information management framework. You will assist in the analysis and review of information for sensitivities, identify issues and manage expectations of stakeholders. **APS 6** As an Information Assurance...


  • Canberra, Australia Australian Government Department of Defence Full time

    $78,143 - $83,700 (plus Super) - Canberra - ACT **The Role** Within the Business Support function, the APS 5 Business Support Officer is accountable to the Branch Business Manager under broad direction to perform and achieve recruitment, workforce-planning current - futures and business support to APS 6 Finance and Business Managers. They will require an...


  • Canberra, Australia Hudson Australia Full time

    Are you passionate about shaping Australia's energy future? Do you excel in policy development and secretariat functions? Our Federal Government client is seeking a dynamic APS 6 Policy and Secretariat Officer to join our team. This is a fantastic opportunity to contribute to impactful energy policies while working in a collaborative and engaging...


  • Canberra, Australia Ignite Specialist Recruitment Services Full time

    I am working with a large Federal Government organisation to find an APS 5 Information Management Officer. This is an initial contract until August with strong possibility of extension for another 6 months. This role will involve: - Contributing to managing the organisation's information (both digital and paper files) - Assisting with file sentencing -...