Aps5 Complaints Officer

1 day ago

Brisbane, Australia HAYS Full time

Exciting opportunity in Federal Government focused in the health sector, adding value to the complaints team.

**Your new company**
This large Government Department, based in Brisbane North, is looking for an experienced Complaints Officer to join their National Complaints team. This is an initial 12 month contract, with a possible extension.

**Your new role**
Your main responsibilities will include:

- Manage and coordinate complaints received by the Agency including resolving at point of entry, assessing, investigating, recording and referring as required.
- Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines. Managing complex and sensitive complaints.
- Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met.
- Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports.
- Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
- Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
- Work closely with other teams and staff across the Department to ensure information is cascaded, sound business knowledge and consistency of practice across the business area.

**What you'll need to succeed**
You have proven experience in managing complex or sensitive complaints including ministerial and executive correspondence and briefs, as well as strong written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment. You have a demonstrated ability to build and establish productive relationships with a wide range of internal and external stakeholders. Experience working with people with disability or lived experience of disability, as well as experience working with the Parliamentary Document Management System are highly desirable traits.

**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.

**LHS 297508** #2691034

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