Aps 6 Complaints Manager

4 days ago

Melbourne, Victoria, Australia Hays Full time

A Federal Government Agency is looking to bring on experienced leaders looking for a new opportunity.

**Your new company**

A Federal Government Agency that plays an integral part in supporting disadvantaged communities all across Australia. This opportunity is a visible appointment that will take your career to the next level We are seeking an experienced professional who has worked in complex case management, claims, grant management, dispute resolution, who can demonstrate a commitment to social justice and the rule of law.

**Your new role**

The position is a team leadership position 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 members within the positions assigned to the work Area. Responsibilities may include but are not limited to:

- Developing guidance materials and support processes to assist team members in dealing with complaints.
- Leading and supporting team members to effectively manage complaints within the expected timeframe.
- 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.

**What you'll need to succeed**

This role requires someone with experience in a leadership position in the past. Applicants will additionally need to demonstrate;
- Ability to prioritise a high volume workload
- Excellent time management and communication skills
- A strong work ethic and passion for helping others
- The ability to think critically and come up with solutions independently
- Contribute new ideas to improve efficiency

**What you'll get in return**

This position is a genuine career step that will provide you with the exposure to showcase your ability and further develop your skill set within a large Federal Government Agency.

You will be given training, ongoing support via a mentor and a highly competitive pay rate of $60.26 + Super per hour.

**What you need to do now**

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