Senior Complaints Resolution Specialist

2 weeks ago

Perth, Western Australia beBeeComplaint Full time $108,225 - $130,500
Senior Complaints Resolution Specialist

The Aged Care Quality and Safety Commission is seeking a highly skilled Senior Complaints Resolution Specialist to join our Intake and Complaints Resolution Group.

This role involves resolving complaints in a timely and effective manner, using various techniques such as desk-based investigations, facilitated discussions, meetings, or site visits. The ideal candidate will have high level analytical and problem-solving skills, with the ability to assess and manage risk, work within legislative requirements, and make impartial recommendations.

  • Work collaboratively with complainants, people 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 the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
  • Manage complex and sensitive caseloads involving multiple priorities.
  • Engage in difficult conversations with stakeholders, including aged care recipients, their supporters, and service providers.

Key Responsibilities:

  1. Develop and implement strategies for complaint resolution.
  2. Build and maintain productive relationships with stakeholders.
  3. Make recommendations based on thorough analysis and risk assessment.

Requirements:

  • Excellent analytical and problem-solving skills.
  • Strong communication and stakeholder engagement skills.
  • Ability to work independently and collaboratively as part of a team.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional development and growth.

How to Apply:

Please submit your application through our Careers webpage by following the specified process.

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