Complaints Handing Officer

3 days ago

Penrith, Australia Chandler Macleod Full time

Chandler Macleod is the leading provider of temporary contractors to the Federal, NSW and local Government and has partnered with these Departments and Agencies for more than 25 years.

Chandler Macleod is currently recruiting for an experienced Complaints Handling Officer to join a leading Federal Government agency. This is an immediate start with a contract term of 6 months.

**Key Accountabilities**:
In this position you will be expected to:

- Manage and resolve a caseload of complaints about the provision of supports and services by agency providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
- Actively contribute to education and training programs in relation to the effective handling of complaints to inform and educate participants, agency providers and the public about the complaint handling functions.
- Develop and maintain productive working relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the complaints handling function and agency more broadly.

**About You**:
To succeed in this role, you will be a team player, highly organised and motivated with a demonstrated ability to work flexibly and to tight deadlines. Further to this, to be considered for the role you will also need:

- Previous experience in a complaint-handling environment, managing routine complaints to a high standard.
- Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
- Well-developed analytical skills including a capacity to evaluate complaints identify risks and contribute to solutions.
- Sound written and oral communication skills.
- Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.

Please note that to be eligible for this position you must be an Australian Citizen and if successful will need to undergo x2 reference checks and a hold a current Baseline clearance or be willing to obtain one.

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