Aps5 Complaints Officer

2 weeks ago

Brisbane, Australia HAYS Full time

12-month contract | Brisbane North location | $55.24 p/h + Super

**Your new company**

This fast-growing Federal Government client, in the disability service industry, is looking to appoint an experienced Complaints Officer to join their National Complaints Resolution Team for a period of 12 months with a possible extension. This client is based on the North side of Brisbane and are looking at a start in early August.

**Your new role**
- Manage and coordinate complaints received by the Organisation including resolving at point of entry, assessing, investigating, recording and referring as required.
- Supporting the National Complaints Resolution Team and Regional Hubs to provide timely and proactive advice for complaints management across the Organisation.
- Provide helpdesk support and assist with the provision of tools, guidance and information to staff to ensure compliance with Organisation processes, policies and guidelines.
- Managing complex and sensitive complaints.
- Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met.
- Recording complaints in the Business System.
- Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints Resolution team and staff in the regions.
- Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports for the National Complaints Resolution team.
- Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
- Manage and identify systemic complaint themes to improve service delivery.
- Coordinate, develop and deliver training and on the job support for the business area as required.
- Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
- Work closely with other teams and staff across the Organisation to ensure information is cascaded, sound business knowledge and consistency of practice across the business area.
- Assist the National Complaints Resolution Team to manage and resolve day to day operational issues as they arise.
- Demonstrate flexibility working as part of a virtual team to manage workload peaks.

**What you'll need to succeed**

You have proven experience in managing complex or sensitive complaints including ministerial and executive correspondence and briefs, strong written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment, and the demonstrated ability to build and establish productive relationships with a wide range of internal and external stakeholders. Experience working with people with disability or lived experience of disability would be highly beneficial, as would experience working with the Parliamentary Document Management System.

**What you'll get in return**

On offer is an exciting opportunity to join this large Federal Government organisation and add value to their important mission for a period of 12 months or longer.

**What you need to do now**

**LHS 297508**

**LHS 297508**#2772451

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