Aps4 & 5 Complaints Officers

4 days ago

Brisbane, Australia HAYS Full time

Multiple APS4 & 5 vacancies are available in both Brisbane CBD and North Brisbane.

**Your new company**

The federal government organisation is seeking multiple APS4 & 5 Complaints Officers to join their team for 12-month contracts. They are seeking people who can listen to people, analyse the information they provide and decide the best next steps. Opportunities are currently available in the Brisbane CBD and Chermside offices.

**Your new role**

As an **APS4 Complaints Officer,** you will be working in the team and be the first point of contact for complaints or items needing investigation. Your day-to-day activities will include:

- Receiving complaints, resolving on receipt if possible, or escalating as required.
- Using well-established policy, principles, practices, and procedures to achieve resolutions.
- Working with internal and external stakeholders to review the enquiries and gather additional information.
- Ensure all information is recorded accurately.
- Preparing correspondence and reports for internal and external distribution.

As an **APS5 Complaints Officer, **your duties would also include the following (in addition to the above):

- Managing complaints and incidents, including assessing, recording, and resolving/referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
- Coordinating correspondence, briefing and reporting functions for the Complaints Team.
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

**What you'll need to succeed**
- Previous experience in handling complaints, investigations or customer service
- Previous experience working in the disability services industry would be highly regarded.
- High level of interpersonal skills
- Ability to have difficult or challenging conversations
- Ability to communicate with a calm and professional demeanour
- Australian citizenship is a requirement for these vacancies

**What you'll get in return**

You will be part of a vibrant team within a large, leading organisation who strive for success. You will enjoy an exciting and supportive environment with a team of hard-working, ambitious and like-minded individuals. You will be matched with modern tools and technology to complete your job to a high standard.
- 12-month contract
- Situated in either Brisbane CBD or Chermside
- Hybrid working arrangements

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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