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Senior Complaints Resolution Specialist

2 weeks ago

Hobart, Tasmania, Australia beBeeComplaints Full time $94,592 - $119,074
Job Title:

Aps6 Senior Complaints Officer

Job Description:

The Aged Care Quality and Safety Commission has exciting opportunities for a senior complaints officer.

  • 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.

Our team aims to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience. You will 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 Accountabilities:
  • 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, people receiving care, their supporters and service providers.
Eligibility Requirements:
  • 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.
  • Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
  • Strong stakeholder engagement skills and the ability to maintain productive working relationships.