Job Description

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Complaints Resolutions Officer

Advertiser: DFP RecruitmentMore jobs from this company

Job Information

Job Listing Date
14 Jan 2020
Location
South West Coast VIC
Work Type
Contract/Temp
Classification
Insurance & Superannuation, Workers' Compensation

Complaints Resolutions Officer

  • Office located in Geelong
  • Temporary 8 - 12 week assignment
  • Government Opportunity
We are seeking a professional and experienced Complaints Resolutions Officer to join our Geelong-based Government client. Our client has an immediate need, so we are seeking candidates who are readily available and can commit to a temporary 8 – 12 week assignment.

The Role:

The Complaints Resolution Branch is charged with the responsibility for reviewing and, where necessary, intervening in matters related to complaints against Agents, about the management of injured workers claims. This position specifically requires the incumbent to investigate written complaints and liaise closely with authorised Agents and other stakeholders to resolve issues, provide technical advice and prepare clear and concise written responses to complaints raised via written sources.

The position operates independently in its day-to-day activities – which centres on issues related to complaints against Agents – and is therefore accountable for the quality of its advice and readiness to assist where appropriate.

Responsibilities

  • Prepare Ministerial and Executive briefs and written correspondence on a range of complex issues associated with Agent claims management
  • Determine the most appropriate course of action in relation to the specific subject of complaint
  • As appropriate, intervene to ensure that relevant matters are resolved in a timely and satisfactory manner
  • Investigate and research issues driving complaints against Agents
  • Identify any emerging trends in complaints against Agents and escalate or refer for appropriate resolution
  • Participate in working parties and implement operational policies and processes relevant to complaints against Agents
  • Respond to telephone complaints on claims management issues
  • Identify, resolve and implement resolutions related to Agents complaints and to provide informed advice to Agents and other relevant stakeholders.
About You:

In order to be successful in this role, you will have exceptional written and verbal communication skills and have previous experience in dealing with Complaints and Resolutions.

In addition, you will present with:
  • Thorough understanding of the Accident Compensation Act 1985
  • Demonstrated customer service orientation
  • Demonstrated high level written and oral communication skills
  • Demonstrated ability to organise and prioritise issues and to meet critical deadlines
  • Thorough understanding of the wider insurance system and the environment in which Authorised Agents operate
  • High level representation and negotiation skills
  • Ability to work within a team which is subject to pressures in relation to both volume and timeliness
If you are interested in this role, please APPLY NOW for an immediate response. For more information, please call DFP Recruitment on (03) 8632 9900

Please note: Successful candidates will be required to undertake a criminal history check.
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 Recruitment is an approved labour hire licence holder - licence number: LHS286768
dfp.com.au
We are seeking a professional and experienced Complaints Resolutions Officer to join our Geelong-based Government client. Our client has an immediate need, so we are seeking candidates who are readily available and can commit to a temporary 8 – 12 week assignment.

The Role:

The Complaints Resolution Branch is charged with the responsibility for reviewing and, where necessary, intervening in matters related to complaints against Agents, about the management of injured workers claims. This position specifically requires the incumbent to investigate written complaints and liaise closely with authorised Agents and other stakeholders to resolve issues, provide technical advice and prepare clear and concise written responses to complaints raised via written sources.

The position operates independently in its day-to-day activities – which centres on issues related to complaints against Agents – and is therefore accountable for the quality of its advice and readiness to assist where appropriate.

Responsibilities

  • Prepare Ministerial and Executive briefs and written correspondence on a range of complex issues associated with Agent claims management
  • Determine the most appropriate course of action in relation to the specific subject of complaint
  • As appropriate, intervene to ensure that relevant matters are resolved in a timely and satisfactory manner
  • Investigate and research issues driving complaints against Agents
  • Identify any emerging trends in complaints against Agents and escalate or refer for appropriate resolution
  • Participate in working parties and implement operational policies and processes relevant to complaints against Agents
  • Respond to telephone complaints on claims management issues
  • Identify, resolve and implement resolutions related to Agents complaints and to provide informed advice to Agents and other relevant stakeholders.
About You:

In order to be successful in this role, you will have exceptional written and verbal communication skills and have previous experience in dealing with Complaints and Resolutions.

In addition, you will present with:
  • Thorough understanding of the Accident Compensation Act 1985
  • Demonstrated customer service orientation
  • Demonstrated high level written and oral communication skills
  • Demonstrated ability to organise and prioritise issues and to meet critical deadlines
  • Thorough understanding of the wider insurance system and the environment in which Authorised Agents operate
  • High level representation and negotiation skills
  • Ability to work within a team which is subject to pressures in relation to both volume and timeliness
If you are interested in this role, please APPLY NOW for an immediate response. For more information, please call DFP Recruitment on (03) 8632 9900

Please note: Successful candidates will be required to undertake a criminal history check.

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