Policy, Learning and Development Expert

1 month ago

Melbourne, Victoria, Australia Australian Government Department of Defence Full time

The Australian Government Department of Defence is seeking a highly skilled Policy, Learning and Development Expert to join its Directorate of Complaints and Resolution team.

Estimated salary: $83,000 - $109,000 per annum

About the Role

This dynamic position requires an individual who can exercise sound judgement and decision making to provide expert advice, influence reform, and education as it relates to complaint handling.

The successful candidate will be committed to providing great customer service, contributing to building organisational capability through education; proactively engaging and communicating with stakeholders to identify, respond and provide advice in complex complaint situations.

The Directorate of Complaints and Resolution is responsible for the management of APS Review of Actions, alternative dispute resolution and unacceptable behaviour policy, reporting and associated training. The role within this Directorate provides a frontline dispute resolution service, delivers expert advice, conducts APS employment reviews through the Review of Action process, develops policy documents and education to support complaint handling principles.

Key Responsibilities
  • Develop and implement effective complaint handling strategies and policies.
  • Provide expert advice and guidance on complaint handling procedures.
  • Conduct APS employment reviews and develop recommendations for improvement.
  • Develop and deliver training programs to support complaint handling principles.
  • Build relationships with key stakeholders to identify and respond to complex complaint situations.
Requirements

To be successful in this role, you will require:

  • A background in HR, administrative review, complaint handling, mediation, coaching, training or policy development.
  • Excellent written and verbal communication skills.
  • Demonstrated critical analysis and reasoning skills to prepare considered outcomes for internal and external complaints.
  • Collaborative, innovative and influential skills to implement creative solutions to support workplace behaviour management and conflict resolution options.
  • A high level of professionalism, discretion and ethical standards.
  • Superior problem solving and time management skills and resilience.

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