Senior Customer Resolution Specialist

22 hours ago

Hobart, Tasmania, Australia beBeeComplaints Full time $93,351 - $105,311
Job Description

The Aged Care Quality and Safety Commission is seeking a Senior Complaints Officer to join their team. This role involves working with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.

As a Senior Complaints Officer, you will be responsible for analysing and interpreting information presented to you, including identifying, prioritising, escalating and managing risks within your caseload. You will also contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.

This is an exciting opportunity to work in a dynamic team and make a positive impact on the lives of older people and their supporters. If you are a strong communicator with excellent problem-solving skills and a customer-focused approach, we encourage you to apply for this role.

Required Skills and Qualifications
  • High level analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
  • A strong understanding of the principles of administrative decision making.
  • A strong understanding of the aged care sector and the ability to interpret, understand and apply, or to quickly acquire knowledge of 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.
  • Manage interpersonal relationships with respect and work within your team to accomplish organisational goals.
  • Well-developed time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
  • Strong stakeholder engagement skills and the ability to maintain productive working relationships.
  • Identifying broader factors, trends and influences that may impact on the team's objectives.
Benefits

This role offers a competitive salary package, opportunities for professional development and a dynamic work environment. The Aged Care Quality and Safety Commission is committed to providing a workplace that values diversity, inclusion and flexibility.

Others

Please note that nursing allowance may be paid to eligible Registered Nurses. Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory.

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