APS5 Complaints Officer

Overview

APS5 Complaints Officer – Permanent roles – Surry Hills, NSW location

Purpose of position: Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required. Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

Key Accountabilities

- Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
- Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
- Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required
- Accurately recording information including, preparing detailed reports, correspondence and recommendations
- Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
- The incumbent can expect to be allocated other duties

Key capabilities

- Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed
- Strong written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions makers
- Excellent interpersonal, oral and written communication skills as well as the ability to communicate sensitively and effectively with Aboriginal and/or Torres Strait Islander people and stakeholders
- A knowledge and understanding of Aboriginal and/or Torres Strait Islander culture, health and wellbeing
- Time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately
- Collaboratively achieving outcomes and influencing positive culture in the workplace
- Ability to identify broader influences that may impact on the team’s work objectives
- Demonstrates an awareness of the implications of issues for own work and work area

Role specific requirements

- Required to provide evidence of seasonal influenza and COVID-19 vaccinations
- Attend a two-week onsite induction for the role

Desirable skills, experience and qualifications

- Experience in complaints management, dispute resolution, aged care or clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory as you will undertake a well-developed orientation program to support the right candidate to excel in this role

Equal Employment Opportunity and inclusion

These positions are only open to Aboriginal and Torres Strait Islander applicants in line with Australia Government/'s Affirmative Measures – Indigenous employment guidelines.

Diversity, Equity & Inclusion at Hudson: Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.

Casual Loading: Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.

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