Chief Complaints Resolution Specialist

2 days ago

Sydney, New South Wales, Australia beBeeCompliance Full time $93,880 - $94,925
Complaints Assessment and Administration Officer Role

We are seeking a highly skilled Complaints Assessment and Administration Officer to join our Internal Ombudsman Shared Service team.

The successful applicant will be responsible for providing front-line complaint handling, undertaking complaints assessment and research activities, preparing responses and executive reports, and providing administrative support across the team.

  • Front-line complaint handling: The officer will receive and investigate complaints from various stakeholders, identifying issues and proposing solutions.
  • Complaints assessment and research: The officer will conduct thorough research and analysis of complaints to identify trends and areas for improvement.
  • Response preparation: The officer will prepare comprehensive responses to complaints, taking into account relevant policies and procedures.
  • Administrative support: The officer will provide administrative support to the team, including managing records and coordinating tasks.

This exciting role requires a demonstrated ability to handle complex complaints, with strong negotiation, consultation, and dispute resolution skills. Excellent communication, interpersonal, and problem-solving skills are also essential.

In addition, the successful applicant will require:

  • Demonstrated report writing ability, including across various formats and audience styles.
  • Sound decision-making ability.
  • Strong analytical skills.
  • Demonstrated ability to work independently and complete a range of tasks.
  • Demonstrated commitment to high-level ethical principles and practices and procedural fairness.
  • Demonstrated ability to report on, recommend, and implement improvements to complaint handling and administrative systems.
  • Demonstrated ability to manage concurrent projects with competing deadlines.
  • Understanding of equal employment opportunities, workplace health and safety, and ethical practice principles.
  • Behaviour that positively demonstrates the values of the organization and compliance with policies and procedures.
Key Requirements

The following requirements must be met:

  • Certified qualification in complaint handling or related field.
  • Minimum 2 years' experience in complaint handling or related field.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.

We offer a dynamic and supportive work environment, with opportunities for professional development and growth. If you are a motivated and experienced individual looking for a challenging role, please submit your application.

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