APS5 Complaints Officer

3 days ago

Surry Hills, New South Wales, Australia Hudson Full time $90,000 - $110,000 per year

**APS5 Complaints Officer

  • Permanent roles 

    - Surry Hills, NSW location 

Purpose of position:**

Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.

Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

Key Accountabilities:

  • Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
  • Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
  • Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
  • Accurately recording information including, preparing detailed reports, correspondence and recommendations
  • Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
  • The incumbent can expect to be allocated other duties

Key capabilities:

  • Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed
  • Strong written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions makers
  • Excellent interpersonal, oral and written communication skills as well as the ability to communicate sensitively and effectively with Aboriginal and/or Torres Strait Islander people and stakeholders.
  • A knowledge and understanding of Aboriginal and/or Torres Strait Islander culture, health and wellbeing.
  • Time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
  • Collaboratively achieving outcomes and influencing positive culture in the workplace.
  • Ability to identify broader influences that may impact on the team's work objectives.
  • Demonstrates an awareness of the implications of issues for own work and work area.

Role specific requirements:

  • required to provide evidence of seasonal influenza and COVID 19 vaccinations
  • attend a two-week onsite induction for the role.

Desirable skills, experience and qualifications:

  • Experience in complaints management, dispute resolution, aged care or clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory as you will undertake a well-developed orientation program to support the right candidate to excel in this role

These positions are only open to  Aboriginal and Torres Strait Islander applicants in line with Australia Government's  Affirmative Measures – Indigenous employment guidelines.

Diversity, Equity & Inclusion at Hudson

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen. Casual Loading *Please note for all Australian* based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.

  • Legal Counsel, Head of Compliance

    5 days ago

    Surry Hills, New South Wales, Australia Blackmores Group Full time $120,000 - $180,000 per year

    DescriptionAbility to be based in Surry Hills, just beside central train station or our office in Warriewood on the northern beaches of Sydney. As a purpose-led, performance-driven organisation, Blackmores Group strives to create remarkable employee experiences through supporting a diverse and inclusive culture, creating leadership that inspires high...

  • Medical Administrator/Receptionist

    2 weeks ago

    Gregory Hills, New South Wales, Australia Allied Health Co Full time $50,000 - $98,671 per year

    Location: Allied Health Co – Gregory Hills, NSWEmployment Type: Part Time - Weekend Saturday and Sunday 9am to 3pm.About Us:Allied Health Co is a leading multidisciplinary allied health practice dedicated to providing exceptional care to our clients. Offering a wide range of services including physiotherapy, occupational therapy, psychology, and more, we...

  • Project Engineer

    2 weeks ago

    Seven Hills, New South Wales, Australia AVTEL Australia Pty Ltd Full time $80,000 - $120,000 per year

    Project EngineerReporting to General Manager, AustraliaAs a Project Engineer, you will work closely with project managers and a team of engineers and technicians to ensure the successful installation and commissioning of Integrated security projects. You will be responsible for managing the project lifecycle, from planning and execution through to...

  • Complaints Officer

    5 days ago

    Bowen Hills, Queensland , Australia Trilogy Care Pty Full time $60,000 - $90,000 per year

    Help Us Shape the Future of Aged CareTrilogy Care is one of Australia's fastest-growing approved Home Care Package providers. Our innovative self-management model gives older Australians more choice, transparency, and value – so they can spend less on fees and more on the care they need.We're a vibrant, purpose-driven team dedicated to helping people live...

  • Compliance & Complaints Consultant

    7 days ago

    Baulkham Hills, Australia BaptistCare Full time

    **Compliance & Complaints Consultant** At BaptistCare, we believe in delivering the best possible individualised care by keeping our residents at the centre of all that we do, promoting their dignity and protecting their choices. **Your Role** BaptistCare is seeking a Compliance & Complaints Consultant to enhance the quality and safety of aged care...

  • Aps 3 Participant Support Officer

    3 days ago

    Surry Hills, Australia Talent International Full time

    **Job Details**: **Location** Surry Hills **Salary** Up to AU$36.27 per hour **Job Type** Full Time **Ref** BBBH97237_1673234695 **Contact** Uvez Ahmed **Posted** about 4 hours ago Talent International is currently recruiting for multiple **APS 3 Participant Support Officers **to work for one of our **Federal Government clients** based in...

  • Executive Officer

    2 weeks ago

    Surry Hills, Australia NSW Government -NSW Police Force Full time

    **Clerk Grade 5/6**: - **Ongoing Full-Time**: - **Surry Hills** **About us** The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a...

  • El2 Executive Officer

    1 week ago

    Surry Hills, Australia Talent International Full time

    **Job Details**: **Location** Parramatta **Salary** AU$731.25 - AU$732.25 per day **Job Type** Full Time **Ref** BBBH91687_1660658346 **Contact** Uvez Ahmed **Posted** 4 minutes ago Talent International is currently recruiting for an **EL2 Executive Officer **to work for one of our **Federal Government clients** based in **Surry Hills**.** **The...

  • Client Service Officer

    1 week ago

    Surry Hills, Australia NSW Department of Communities and Justice Full time

    Division: Estate Management - Location: Surry Hills, NSW, AU, 2010 - Req ID: 76970 **Client Service Officer (Customer Specialist Centre) - NSW Trustee and Guardian** - Ongoing full-time vacancy. 35 hours per week. - Location: This position is based in Surry Hills. The role requires full-time attendance in the office, 5 days per week. - Clerk Grade: Level...

  • Customer Service Assistant: Parental Leave

    1 week ago

    Surry Hills, Australia Performance Beauty Group Full time

    **Schedule - Position Description** **Position Description** Job Title: Customer Service Assistant Job Category: Full-time Department/Group Customer Service Reporting To: Customer Service Manager - Role and Responsibilities:_ - Resolve customer complaints. - Provide customers with knowledgeable answers about products and services. - Help customers...

  • Quality & Feedback Officer

    1 week ago

    Hills District, Australia Baptistcare WA Full time

    **Quality & Feedback Officer - WFH opportunity**: - Hills District - North West Sydney, NSW, Australia, 2153 - Sydney, NSW, Australia - Permanent Full-Time - Add To FavouritesFavourite **Quality & Feedback Officer** At BaptistCare, we are passionate about supporting older individuals to live well and independently in the comfort of their own homes. If you...

  • Night Receptionist

    3 days ago

    Surry Hills, Australia La Vie Hotels and Resorts Full time

    At La Vie Hotels & Resorts we are searching for talent who are dynamic, confident and ambitious, people who excel in their role and strive to deliver exceptional service for our guests. Join us as Night Receptionist at **202 Elizabeth Hotel**. Positioned in the trendy, central hub of Surry Hills and just a short stroll from the bustling Sydney retail mecca...

  • Guest Service Agent

    3 days ago

    Surry Hills, Australia La Vie Hotels and Resorts Full time

    At La Vie Hotels & Resorts we are searching for talent who are dynamic, confident and ambitious, people who excel in their role and strive to deliver exceptional service for our guests. Join us as Guest Servcies Agent at **202 Elizabeth Hotel**. Positioned in the trendy, central hub of Surry Hills and just a short stroll from the bustling Sydney retail...