Job Description

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APS5 Complaints Officer

Advertiser: DFP RecruitmentMore jobs from this company

Job Information

Job Listing Date
13 Jun 2019
Location
Melbourne, Northern Suburbs
Salary
Up to $45.74 p.h. + 9.5% Super
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

APS5 Complaints Officer

  • 12 month contract opportunity
  • Federal Government
  • $45.74 per hour + 9.5% Super

We are seeking a number of experienced, confident and friendly Complaints Officers to join a team within a Federal Government Agency based in Epping. This role will be APS5 equivalent.

The Role:

The Complaints Officer will be required to work as part of a centralised National Complaints team, working in conjunction with Regional Complaints Officers in a virtual capacity, producing a high standard of work within tight deadlines.

Responsibilities include:

  • Manage and coordinate complaints received by the Agency including resolving at point of entry, assessing, investigating, recording and referring as required.
  • Supporting the National Complaints Team and Regional offices to provide timely and proactive advice for complaints management across the Agency.
  • Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines, managing complex and sensitive complaints.
  • Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met.
  • Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports for the National Complaints team.
  • Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
  • Manage and identify systemic complaint themes to improve service delivery.
  • Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
  • Assist the National Complaints Team to manage and resolve day to day operational issues as they arise.

About You:

You will be able to demonstrate:

  • Proven experience in managing complex or sensitive complaints including ministerial and executive correspondence and briefs.
  • Strong written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment.
  • Demonstrated ability to build and establish productive relationships with a wide range of internal and external stakeholders.
  • Having a strong interest or previous experience with the Disability Sector would be an advantage

As this role is within the Federal Government, applicants must be either Australian Citizen or Permanent Resident.

If you are interested in this role, please APPLY NOW or call DFP on (03) 8632 9900

By submitting an application you agree to our Privacy and Information Collection Policy located at www.dfp.com.au

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
dfp.com.au

We are seeking a number of experienced, confident and friendly Complaints Officers to join a team within a Federal Government Agency based in Epping. This role will be APS5 equivalent.

The Role:

The Complaints Officer will be required to work as part of a centralised National Complaints team, working in conjunction with Regional Complaints Officers in a virtual capacity, producing a high standard of work within tight deadlines.

Responsibilities include:

  • Manage and coordinate complaints received by the Agency including resolving at point of entry, assessing, investigating, recording and referring as required.
  • Supporting the National Complaints Team and Regional offices to provide timely and proactive advice for complaints management across the Agency.
  • Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines, managing complex and sensitive complaints.
  • Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met.
  • Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports for the National Complaints team.
  • Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
  • Manage and identify systemic complaint themes to improve service delivery.
  • Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
  • Assist the National Complaints Team to manage and resolve day to day operational issues as they arise.

About You:

You will be able to demonstrate:

  • Proven experience in managing complex or sensitive complaints including ministerial and executive correspondence and briefs.
  • Strong written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment.
  • Demonstrated ability to build and establish productive relationships with a wide range of internal and external stakeholders.
  • Having a strong interest or previous experience with the Disability Sector would be an advantage

As this role is within the Federal Government, applicants must be either Australian Citizen or Permanent Resident.

If you are interested in this role, please APPLY NOW or call DFP on (03) 8632 9900

By submitting an application you agree to our Privacy and Information Collection Policy located at www.dfp.com.au

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?

Right to live and work

You must have the right to live and work in this location to apply for this job.

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