Complaint Resolution Specialist

5 days ago

Canberra, ACT, Australia relatbl Full time
About the Role

We are seeking a highly skilled Complaint Officer to join our team at the APS4 level. As a Complaint Officer, you will play a critical role in effectively communicating with stakeholders, accurately recording complaint details, and assessing resolutions.

The successful candidate will have a strong ability to communicate effectively on the phone, in person, and in writing with members of the public and the agencies we oversee. You will also have the ability to accurately record complaint information in our corporate systems and assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints.

Key Responsibilities
  • Communicate effectively with stakeholders, including members of the public and agencies we oversee.
  • Accurately record complaint information in our corporate systems.
  • Assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints.
  • Identify and escalate urgent and sensitive complaints.
  • Work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training, and mentoring team members as required.
Requisite Capabilities and Experience
  • Demonstrated experience in communication with a diverse range of people, including people living with disability, culturally and linguistically diverse, and vulnerable individuals.
  • Strong research skills.
  • Advanced ability to de-escalate challenging conversations while finding ways to resolve complaints.
  • Capacity to exercise sound judgment in making discretionary decisions.
  • Demonstrated commitment to maintaining professionalism and impartiality.
Culture and Benefits

We are a people-first business, owned and managed by individuals who have first-hand experience working as contractors. We treat our staff with respect and provide a range of perks and benefits to support their well-being and success.

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please click the APPLY button or contact Tania or Deedee for a confidential discussion. We look forward to hearing from you.

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