Aps5/6 Complaints Officers

2 weeks ago


Canberra, Australia Talent International Full time

australia australian capital territory contract au$55 - au$60 per hour + super- **Contract Term: 12 Months plus possible extension.**:

- **Hourly Rate: $55.24 - $60.26 per hour excluding Superannuation.**:

- **Deakin Office - Hybrid working option (Maximum 2 days working from home)**

**About the Role**:
The Internal Reviews and Complaints Branch is the central point of coordination for the Agency’s handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the NDIA Service Charter.

The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies.

**The APS6 Complaints Officer** is a team leadership position within the NDIA and will have delegated authority and responsibility to resolve issues and risks across a range of activities. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership within the positions assigned Work Area.

**Responsibilities of the role include but are not limited to**:

- Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
- Leading and supporting team members to effectively manage complaints within expected timeframes.
- Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
- Managing correspondence, briefing and reporting functions for the Complaints Team.
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

**The APS5 Complaints Officer** will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.

**Responsibilities of the role include but are not limited to**:

- Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
- Coordinating correspondence, briefing and reporting functions for the Complaints Team.
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

**Skills and Experience**
**Key skills required for role/s**:

- Previous experience in a high-volume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness.
- Strong communication skills, Participant/Complainants phone contact is mandatory. Strong writing skills are also required. Working in a dynamic and changing environment. Either previous NDIA experience or have to ability to quickly learn about the Agency’s systems and functions.
- Resilient, flexible, efficient, organized, attention to detail, empathetic, high analytical skills, proficient in Word and Excel, ability to work proactively, ability to work autonomously and as part of a team. Ability to manage a high caseload of work with competing priorities, meet deadlines and prioritize work in line with risk and complaint due dates. Ability manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
- Ability to work with a range of stakeholders.

**Desirable skills to have for the role/s**:

- Preferably have Disability, Complaints management experience.
- Previous experience in having difficult conversations and managing expectations

**Eligibility/Other Requirements**:



  • Canberra, Australia Talent International Full time

    australia australian capital territory contract negotiable- **Multiple APS5 Contracting roles - Complaints Officers / Reportable Incidents - Intake Triage and Early Resolution Officers**: - **Contract Term: 24 Months Long Term Contract**: - **Canberra City location - Flexible working arrangement available** **About the Client** Our client is an...


  • Canberra, Australia Chandler Macleod Full time

    As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals. Our Federal Government client is seeking to...


  • Canberra, ACT, Australia Chandler Macleod Full time

    As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.Our Federal Government client is seeking to...


  • Canberra, Australia Onpoint 365 Full time

    Initial 6-month contract with a possible 6-month extension - Located in Canberra - Baseline clearance or ability to obtain **APS5/6 Executive Support Officer** - **Initial 6-month contract with a possible 6-month extension**: - **Located in Canberra**: - **Baseline clearance or ability to obtain** Our Federal Government client is seeking an **APS5/6...


  • Canberra, Australia HAYS Full time

    An exciting opportunity as an APS5/6 Departmental Officer **Your new company** This Australian Government Department plays an important role across developing faster running program and policy support and development to help provide liaison between the Department and the Government. **Your new role** In your new team as an APS5/6 Departmental Officer you...


  • Canberra, Australia HAYS Full time

    APS5/6 Policy Officer, permanent contract located in the Canberra city. To be considered for this role you will need to be an Australian citizen and have the ability to obtain and maintain a Government Security Clearance at the Baseline level or higher. **Your new company** This Federal Government department located in the city of Canberra has a great...


  • Canberra, Australia HAYS Full time

    A central agency recruiting an APS5 program officer **Your new company** This Australian Government Department plays an important role across the policy and regulation branch **Your new role** Your new role as an APS5 Program Officer will involve managing a hotline mailbox to assist in program management, undertaking some policy work to undertake relevant...


  • Canberra, Australia Talent International Full time

    australia australian capital territory contract up to au$55.24 per hour + super- **Multiple APS5 Case Management Support **roles within a Federal Government Agency**: - **Contract Term: 12 Months plus possible extension**: - **Hybrid working option (Maximum 2 days working from home)** Our client is seeking for multiple **APS5 Case Management Support...


  • Canberra, Australia HAYS Full time

    **Your new company** Your new government department is involved with the future of Australia's sustainable development. This department manages internationally recognized standards, codes of practice and guidelines. **Your new role** - Providing project and technical support to the Division i.e. preparing project and program documentation, including...


  • Canberra, ACT, Australia Randstad Australia Full time

    OverviewExpression of Interest: APS5/6 Communications OfficerRandstad is seeking talented communications professionals to join our network for a range of exciting APS5/6 communications roles across various Australian Federal Government departments. If you are a skilled writer and creative communicator with a passion for public service, we want to hear from...