Aps4 Complaints Officer

1 week ago

Geelong, Australia Talent International Full time

**Job Details**:
**Location**

Geelong

**Salary**

Up to AU$42.54 per hour

**Job Type**

Full Time

**Ref**

BBBH96664_1675228031

**Contact**

Samuel Beckett

**Posted**

about 3 hours ago

**Opportunity**
Great full time hourly rate, 12 month contract opportunities with option to extend based in either Geelong. This is your opportunity to improve Australia's largest healthcare reform since Medicare and protect our most vulnerable.

**Roles**
Multiple Complaints Handling Officers at APS4 level working in a small, growing team. Your duties will include:

- Support the implementation, operation, and monitoring of complaints escalated from a Federal Agency
- Manage a caseload of complaints and incidents reported
- Engage with customers to respond to incidents and work with the Assistant Director to manage and escalate where required
- Identify trends and reports on incidents
- Support customers by educating them about the complaints and incidents handling function and mission
- Acquire all information necessary to process complaints
- Monitor incoming complaints and status to ensure high-risk complaints are escalated

**Requirements**:

- Australian Citizenship is _mandatory_
- Ability to pass Australian federal background checks
- Background and experience in a complaints handling role (phone based) within a complex corporate (eg telco, utilities, insurance) or government department
- Excellent communication skills and ability to build rapport
- Ability to juggle multiple cases with strong time management
- High attention to detail to record accurate information within case management system
- Proactive approach and inquisitive nature - ability to ask the right questions to extract information
- High degree of empathy and compassion for individuals from diverse backgrounds

**Apply

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