Assurance Officer

Ongoing APS Level 3 opportunity
- Position available in Hobart

**About the FWO**

The Fair Work Ombudsman (FWO) is an independent statutory office established by the Fair Work Act 2009. Our functions outline the responsibilities we have as set by the Fair Work Act 2009 to achieve our purpose:

- provide education, assistance, advice and guidance to employers, employees, outworkers, outworker entities and organisations
- promote and monitor compliance with workplace laws
- inquire into and investigate breaches of the Fair Work Act
- take appropriate enforcement action
- perform our statutory functions efficiently, effectively, economically and ethically.

**What our employees say about us**

We are one of the most engaged and high performing agencies in Australia; consistently scoring above average on employee engagement and wellbeing when surveyed against other APS agencies.

**What we offer you**

We provide a diverse, inclusive and supportive work environment with access to:

- Great training and development opportunities
- Generous leave and flexible working arrangements
- Our Employee Assistance Program (EAP), a free counselling service for you and your family
- A competitive salary, plus 15.4% superannuation
- Rewards and recognition initiatives.

**We Value Diversity**

**Eligibility**
- To be eligible for employment with the FWO you must be an Australian citizen.

**About the Team**

The FWO strives towards best practice in the way it manages and responds to feedback, complaints and requests for review from our customers. Assurance ensures that this is achieved through the development of a feedback and complaint management process that is easy to understand, consistent, accessible and fair. Assurance ensures that trends in feedback and complaints are identified and communicated to the Accountability Sub-Committee and internal stakeholders, so that as an Agency we listen and learn from our customers and continuously improve our services.

Assurance is responsible for the following functions within the FWO:

- Customer Feedback and Complaints management
- Undertaking Independent Reviews
- Managing the Agency’s requests for compensation including Act of Grace and CDDA Claims
- Collection of agency-wide feedback data, including analysis and trend identification
- Reporting to the Accountability Sub
- Committee on feedback data, complaint matters and requests for compensation claims.
- Maintaining the Agency’s relationships with the Commonwealth Ombudsman and managing complaints the Commonwealth Ombudsman receives about FWO.
- Internal audit activities including managing the Agency’s Audit & Risk Committee.

**Typical Duties**

The responsibilities of this role are varied and include assisting Assurance in:

- Monitoring and actioning FWO’s customer feedback mailbox and case management system
- Conducting research and triaging for incoming feedback and complaint matters
- Analysis of various internal data, including contributing to reporting processes and identifying trends
- Supporting Assurance staff through proofing of documents and project work
- Various on-site property services and administrative tasks
- Building and maintaining relationships with stakeholders and supporting senior Assurance staff to deliver branch and agency objectives.

**What we are looking for**

We are looking for a suitably skilled person to join the team on an ongoing basis. To be successful in this role you will have experience in one or more of the following:

- Dealing with diverse and challenging customers
- Complaint handling and conducting triage and research
- Analysis of evidence, various data and document retrieval.

**Selection Criteria**
- Strong attention to detail along with ability to exercise sound judgement
- Ability to analyse information and develop recommendations based on information available
- Strong written and verbal communication skills including ability to confidently present messages in a clear, concise manner
- Demonstrated ability to manage own workload and work within agreed priorities and timeframes
- Ability to build and maintain productive working relationships across the organisation, including working collaboratively within a team.

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