Senior Resolution Specialist

5 days ago

Hobart, Tasmania, Australia beBeeComplaints Full time $120,000 - $150,000

Job Role:

The Senior Complaints Officer will work closely with stakeholders to resolve concerns and develop options for resolution.

Key Accountabilities:

  • Work collaboratively with complainants, care recipients, their supporters, and service providers to identify concerns and develop resolution strategies.
  • Analyse and interpret information, identifying and prioritising risks within your caseload.
  • Contribute to team objectives, meeting key performance indicators and legislated requirements.
  • Support team members by sharing ideas, offering assistance, and collaborating on key tasks.
  • Manage complex caseloads involving sensitive subject matter and competing priorities.
  • Negotiate effectively with stakeholders, including aged care recipients, their supporters, and service providers.
  • Accurately record information, including detailed file notes, risk assessments, referrals, recommendations, and escalation briefs.
  • Produce high-quality correspondence for stakeholders.

Eligibility Requirements:

  • High-level analytical and problem-solving skills, with the ability to assess and manage risk, work within legislative frameworks, and make impartial recommendations.
  • A strong understanding of administrative decision-making principles.
  • Knowledge of the aged care sector, with the ability to interpret, understand, and apply relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards.
  • Excellent written and verbal communication skills, including the ability to write comprehensive, evidence-based recommendations and reasons for decisions tailored to your audience.
  • Effective interpersonal relationships and time management skills to thrive in a busy environment.
  • Strong stakeholder engagement skills and the ability to maintain productive working relationships.

Role-Specific Requirements:

  • Provide evidence of seasonal influenza and COVID-19 vaccinations.
  • Attend an induction program, which may include on-site training.

Desirable Skills and Qualifications:

  • Experience in complaints management, dispute resolution, or related fields is highly desirable.

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