Complaints Officer, Aps Level 6, Office of The

**Job no**: 511556

**Employment type**: Ongoing

**Location**: Melbourne

**Categories**: APS Level 6, Administration

**About the department**:
This vacancy sits with the Department of Climate Change, Energy, the Environment & Water.

The department plays a key role in the Australian Government’s agenda to create jobs and build a stronger, more resilient and competitive economy. Our work builds on Australia’s existing strengths, supports businesses to grow, and drives new opportunities for long-term productivity growth and prosperity. The success of the department helps Australia recover from the economic consequences of COVID‑19 and adapt to its ongoing effects. Through our work, we support the government’s economic recovery plan and help to deliver a better future for all Australians.

**About the team**:
The Office of the Australian Energy Infrastructure Commissioner is seeking a motivated and experienced Complaints Officer to join our small, dynamic team based in Melbourne.

The Australian Energy Infrastructure Commissioner promotes the adoption of best practices for industry and government in regard to the planning and operation of wind farms, solar farms, energy storage facilities, new major transmission and offshore energy projects, as well as providing greater transparency on information related to proposed and operating projects.

The Commissioner also handles complaints and enquiries from community residents about these projects. This role provides a unique opportunity to work directly with communities, industry and government agencies during an important time in Australia’s energy transition. As part of a small and energetic team, you will be responsible for ensuring improved outcomes for regional communities and the energy industry.

**The opportunity**

As the Complaints Officer, you will work directly with the Commissioner to support the Office’s role and activities, handle cases from initiation through to closure/resolution, and regularly liaise with a range of external stakeholders. You will also have the opportunity to undertake project site visits and visit regional communities across Australia.
- have excellent verbal, interpersonal and written communication skills
- be flexible, reliable and be able to communicate well in a small team to enable a collegiate working environment
- be highly motivated, organised, have excellent time management skills and strong attention to detail
- have the ability to manage multiple demands and prioritise work accordingly
- be professional and reliable
- have the ability to build and sustain positive working relationships with internal and external stakeholders.

Proficiency in the use of a Complaints Management System, MS Excel and MS Word are highly desirable. Business letter writing skills are essential.

Tertiary qualification in a relevant discipline or commensurate qualifications and experience is also highly desirable.

**What you will do**:

- With the support of the Office, manage the receiving, administration, handling and reporting of enquiries and complaints received by the Australian Energy Infrastructure Commissioner’s Office.
- Assist the Commissioner to resolve and close complex complaints, including facilitating and participating in conciliations.
- Ensure all relevant information regarding complaints is properly recorded and filed, including management and data entry of information required in the Complaints Management System.
- Review and research complaints received by the Office and prepare correspondence to complainants and stakeholders to progress complaints.
- Work with the team members to support the Commissioner to deliver the Terms of Reference by assisting with any updates and implementation of complaints related systems, policies and procedures.
- Contribute to the development of policies, guidance, protocols and procedures for the handling of complaints in relation to wind farms, large-scale solar farms, energy storage facilities and new major transmission and offshore energy projects.
- Undertake relevant research in relation to onshore and offshore wind farms, large-scale solar farms, energy storage facilities and new major transmission projects to support specific and systemic complaint handling activities.
- Provide advice to the Office on the sensitive handling and content of complaints and contribute to the Office’s views on best practice and policy to address systemic issues relevant to the Terms of Reference.
- Provide advice to proponents on best practices regarding complaint handling and Transparency of information. Monitor compliance by industry against these practices.
- Proactively establish and maintain productive relationships with relevant stakeholders, including residents, proponents, associations and all levels of governments involved in planning processes and community engagement.
- Relevant complaint handling experience, including conciliation, is highly desirable.

**Eligibility**:
Prior