Complaints Officer

2 weeks ago

Brisbane Northern Suburbs, Australia HOBAN Recruitment Full time

Join Our Team as an APS5 Equivalent Complaints Officer in Chermside, Brisbane Make a Difference in Complaints Resolution, Engage with Diverse Audiences, and Contribute to the Success of a Federal Government Agency.
- APS5 Equivalent $55 + p/h + super
- Located in Chermside, Brisbane QLD
- Up to 12 month casual assignment, possibility of an extension, pending business requirements

**About the Role**
As an Experienced Complaints Officer, you will be a part of the Internal Reviews and Complaints Branch, which serves as the central point of coordination for the agency's handling and resolution of internal reviews and complaints. Your role will involve managing complaints and participant incidents, ensuring timely resolution, and providing support to complainants and their representatives. Additionally, you will be responsible for producing high-quality written correspondence, coordinating correspondence and reporting functions, and supporting the Complaints Team in achieving strategic objectives.

Responsibilities may include but are not limited to:

- Managing complaints and participant incidents, including assessing, recording, resolving and 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.

**Key Requirements**
- **Must be an Australian Citizen**:

- Proven experience in managing complaints and participant incidents within a similar role.
- Excellent communication skills, both verbal and written, with the ability to engage and empathize with complainants.
- Strong organisational skills and the ability to effectively manage and prioritise a caseload of complaints.
- Ability to produce high-quality written correspondence and reports for diverse audiences.
- Proficiency in coordinating correspondence, briefing, and reporting functions.
- Resilience and ability to handle escalated complaints with professionalism and empathy.

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