Senior Customer Experience Manager

2 days ago

Canberra, ACT, Australia beBeeComplaints Full time $98,765 - $123,456
Job Title

Aps6 Senior Complaints Officer

About the Role

The Aged Care Quality and Safety Commission seeks a highly skilled individual to join our team as a Senior Complaints Officer. In this role, you will be responsible for making positive improvements for people receiving aged care, their supporters and service providers.

You will use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience.

Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.

Key Responsibilities
  • Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
  • Analyse and interpret information presented to you 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.
  • Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks.
Requirements

To be successful in this role, you will require:

  • 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.
Benefits

This is an exciting opportunity to join a dynamic team and contribute to the improvement of aged care services. You will have the opportunity to:

  • Work in a supportive and collaborative environment.
  • Develop your skills and expertise in complaint management and resolution.
  • Make a real difference to the lives of older people and their carers.
Selection Process

The selection process for this role will involve a virtual interview and a written assessment. Shortlisted candidates will be contacted from mid-September to confirm availability to attend the virtual interview.

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