Complaint Officer

4 months ago

Canberra, Australia relatbl Full time

About the role

Our Commonwealth government client is seeking to engage a Complaint Officer at the APS4 level.

The role involves effectively communicating with stakeholders, accurately recording complaint details, and assessing resolutions.

An initial 12-month labour hire or non-ongoing APS contract is available. The role is available on a full-time basis in Canberra, Adelaide, Brisbane, Melbourne or Sydney.

Please note: only Australian citizens with the ability to obtain/maintain a Baseline clearance can be considered for these roles. Successful candidates with an existing security clearance will be able to commence in the role sooner.

 
Duties:
 

  • Communicate effectively on the phone, in person and in writing with members of the public and the agencies the client oversees.
  • Accurately record complaint information in client’s corporate systems and assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints. 
  • Identify and escalate urgent and sensitive complaints.
  • Work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training and mentoring team members as required.
     

Requisite capabilities and experience:

  • Demonstrated experience in communication with a diverse range of people, including people living with disability, culturally and linguistic diversity and vulnerabilities.
  • Strong research skills.
  • Advanced ability to de-escalate challenging conversations while finding ways to resolve complaints.
  • Capacity to exercise sound judgement in making discretionary decisions. 
  • Demonstrated commitment to maintaining professionalism and impartiality. 

Culture and benefits

People enjoy contracting with relatbl because our business is owned and managed by people who have first-hand experience working as contractors. We can relate. We treat people the way we would want to be treated, and we provide a range of perks and benefits to our staff.

How to apply

Click APPLY or get in touch with Tania (tania.savelova@relatbl.com.au) or Deedee (deedee.allison@relatbl.com.au) for a confidential discussion. Applications for this position close at 12:00pm on Friday 1 March 2024. However, if you submit your application later than this date, you can still be considered for similar roles in the future.

 

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