Complaints Officer

4 days ago

Chermside, Australia HOBAN Full time

Are you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an APS6 equivalent Complaints Officer.

  • APS6 equivalent $60+ p/h
  • Located in Chermside, Queensland
  • Up to 12 months with potential to extend, pending business and performance requirements.

About the Team
The Internal Reviews and Complaints Branch serves as the central point of coordination for the Agency's handling and resolution of reviews and complaints. Collaborating directly with participants, providers, internal staff, and external agencies, the branch is dedicated to managing and resolving reviews and complaints promptly, in alignment with the Service Charter.

About the Role
The APS6 Complaints Officer is accountable under limited direction to undertake complex work guided by legislation, policies, procedures, standards, methodologies, and precedents. This team leadership position will have delegated authority and responsibility to resolve issues and risks across a range of activities. The role requires providing leadership, control, planning, resource management, performance management, and decision-making for the team within the work area.

  • Developing guidance materials and support processes to assist team members and other 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.
  • Handling escalated complaints and ensuring strict deadlines are met.
  • Producing quality written correspondence for various audiences, including formal responses for the Minister.
  • Managing correspondence, briefing, and reporting functions for the Complaints Team.
  • Supporting the Complaints Team in resolving day-to-day operational issues and assisting in achieving the branch's strategic objectives.

About you
To thrive in this role, you need:

  • Resilience, flexibility, efficiency, and strong organisational skills.
  • Detail-oriented with high analytical abilities.
  • Empathetic and proficient in Microsoft Suite products.
  • Ability to manage competing priorities.
  • Capability to handle work that may include sensitive content, such as abuse, harm, and neglect of people with a disability.
  • Experience working in an MP Office or within a Parliamentary and Ministerial Branch within the Government.
  • Experience with high-volume complaint functions.
  • Experience in disability-related fields.
  • Proficiency in difficult conversations, conflict resolution, and managing expectations.
  • Be able to pass and hold a national police check and worker screening check.
  • Must be an Australian Citizen.


To apply, please submit with your updated resume and a brief cover letter detailing your relevant experience. Please note this role closes on the Wednesday 17th of July 2024, only suitable candidates will be contacted.

At HOBAN we embrace diversity, inclusion and equal opportunity. We welcome and encourage applications from people from all backgrounds.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments.

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