Incident and Complaints Officer

2 weeks ago

Adelaide Region SA, Australia HAYS Full time

Opportunity to make a difference

**Your new company**

Our Not for Profit client based centrally in Adelaide are seeking an Incident and Complaints Officer to oversee and manage the incident and complaint processes within the organisation on a temporary 6-month contract.

**Your new role**

As an Incident and Complaints Officer, you will be responsible for:

- Overseeing the incident management process and team members involved in resolving the incident
- Responding to a reported service incident, identifying the cause, and initiating the incident management process
- Prioritising incidents according to their urgency and influence on the business
- Working with complainants, people receiving services and service providers to identify concerns and develop options to achieve resolution
- Managing calls in a telephone intake setting, which can include handling difficult conversations
- Identifying, escalating and managing risks
- Ensuring accurate recording of information
- Using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation
- Preparing detailed reports, correspondence and recommendations
- Developing positive and collaborative working relationships with team members and internal and external stakeholders

**What you'll need to succeed**

To be successful in this role, you will need:

- A minimum of two years of experience in incident management or complaint handling, preferably in a government or regulated environment
- Compliance and understanding with organisational policies, procedures relevant legislation (Quality management system, Equal Opportunity, Health and Safety).
- Demonstrated ability to work independently and as part of a multidisciplinary team
- Commitment to evidence-based practice, customer satisfaction and continuous improvement
- Skills in alternative dispute resolution such as mediation or conciliation
- Interpersonal skills, such as listening, questioning skills and conflict management

**What you'll get in return**

In return, you will receive:

- Competitive hourly rate
- Supportive work environment
- An opportunity to make a difference in the lives of customers and communication

**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.

2806052

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