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Complaints Resolution Specialist

2 weeks ago

Adelaide, South Australia beBeeAdministrative Full time $95,000 - $125,000

Job Opportunity:

We are seeking a skilled Complaints Officer to join our team. This role involves working with individuals, their supporters, and service providers to resolve concerns and make positive improvements.

About the Role:

  • Work with complainants, individuals receiving care, their supporters, and service providers to identify concerns and develop options for resolution.
  • Analyse and interpret information presented, including identifying, prioritising, escalating, and managing risks within your caseload.
  • Contribute to overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
  • Positively contribute to team work by sharing ideas, offering support, and collaborating on key tasks.
  • Manage high caseloads involving complex and sensitive subject matter and competing priorities.
  • Have difficult conversations 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 complainants, individuals receiving care, their supporters, and service providers.

Key Capabilities:

  • High-level analytical and problem-solving skills, ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
  • Strong understanding of administrative decision making principles.
  • Strong understanding of aged care sector and ability to interpret, understand, and apply relevant legislation.
  • Excellent written and verbal communication skills, including writing comprehensive evidence-based recommendations and reasons for decisions tailored to audience.
  • Manage interpersonal relationships with respect and work within team to accomplish organisational goals.
  • Well-developed time management skills to thrive in busy environment, ensuring case load and competing priorities are actioned appropriately.
  • Strong stakeholder engagement skills and ability to maintain productive working relationships.
  • Identify broader factors, trends, and influences impacting team's objectives.

Selection Process:

Shortlisted candidates will be contacted to confirm availability for virtual interview. Virtual interviews and written assessment will be conducted shortly after.