Aps6 and El1 Roles, Claims Complaints and Feedback

1 day ago

Canberra, Australia Comcare Full time

Comcare has Non-Ongoing vacancies for 12 months, for an APS6 Senior Complaints and Feedback Officer, and an EL1 Assistant Director.

**Overview of the Team and roles**

Claims Complaints and Feedback Team is responsible for leading and coordinating the Claim Management Group’s response and input to complaints associated with the management of workers’ compensation claims.

The team works collaboratively with internal and external stakeholders to improve and enhance the claims experience of Comcare’s clients including employees, employers and other stakeholders.

**The APS6 Senior Complaints and Feedback Officer has responsibility for**:

- undertaking complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management
- identifying systemic issues and where necessary working closely with business areas to assist them with solutions
- supporting reporting aligned to complaints management
- identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals
- undertake and coordinate service recovery activities including undertaking service coaching of claims staff
- where required, contribute to projects or initiatives undertaken within the Claims Complaints and Feedback team.

**The EL1 Assistant Director has responsibility for**:

- undertaking complex complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management
- identifying systemic issues and where necessary working closely with line areas to assist with solutions
- regular provision of reporting aligned to complaints management
- providing leadership to a small team, ensuring completion of work in a fast-paced environment
- identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals. If applicable, undertake and coordinate service recovery activities including undertaking service coaching of claims staff
- where required, assist to lead projects or initiatives undertaken within the Claims Complaints and Feedback team.

**Security Clearance**

Ability to obtain and maintain a Baseline Security Clearance.

**How to apply**

Please review the Job Information Pack below and provide a statement of claims with your responses outlining what you could bring to this position including your skills, experience and knowledge relevant to the job specific capabilities and role (maximum 2 pages).

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