APS5 and APS6 Complaints Management Officer
APS 5 $55.24 / APS 6 $60.26 / Hourly Rate / 11% SuperCanberra, City12-month contractAbout the client
The Agency is seeking 13 x Complaints Management Officers (APS5 and APS6) to promote the agencies objectives.
Duties of APS 5 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.Coordinating 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 objectivesDuties of APS 6 Developing guidance materials and support processes to assist team members and other Agency 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.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.Key skills required Previous experience in a high-volume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness.Strong communication skills, Participant/Complainants phone contact is mandatory.Strong writing skills are also required.Working in a dynamic and changing environment.Resilient, flexible, efficient, organized, attention to detail, empathetic, high analytical skills, proficient in Word and Excel, ability to work proactively, ability to work autonomously and as part of a team.Ability to manage a high caseload of work with competing priorities, meet deadlines and prioritize work in line with risk and complaint due dates.Ability manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.Ability to work with a range of stakeholders.Desired Experience Preferably have Disability, Complaints management experience.Previous experience in having difficult conversations and managing expectationsApplication Requirements Applicants must hold Australian citizenship.Applications close on 14/05/24.If you feel you are a suitable candidate submit your application by hitting 'Apply for this job'. Alternatively, contact Mishael Solomon on 02 6162 7317 or email via ****** for further discussion.
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