Flexible and Hybrid working arrangements may be negotiated with the business area.Opportunity Type: Full-TimeOpportunity Status: Ongoing; Non-OngoingOpportunity Employment Type: Specified TermThis is an ongoing vacancy. A merit pool may be created for similar ongoing or non-ongoing vacancies.Learn how a merit list or pool may be usedApplicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool. If the applicant agrees, the results may be shared with other Australian Public Service (APS) agencies for filling similar roles. Applicants may be offered a future role, without the need to reapply. A merit list or pool may be used for up to 18 months. This merit list or pool may be used to fill other vacancies in Canberra, Melbourne.For more information about Merit Lists or Merit Pools please go to APSC's website - The APS Merit Principle.Assistant Director, Complaints Management CoordinationTeam Overview: The Complaints Management Coordination team is tasked with establishing and leading a coordinated complaints management model at Comcare. The team oversees and coordinates the implementation of comprehensive complaints management review recommendations. The team collaborates with diverse business areas to improve the way complaints are managed at Comcare and works to streamline complaint processes, improve complaints resolution and timeliness, and ensure that the complaints information contributes to continuous improvement across the organisation.The key duties of the position include:The Assistant Director, Complaints Management Coordination works closely with the Director, Complaints Management Coordination and across the business to implement the complaints management review recommendations. The Assistant Director leads the triage and coordination of responses to complex, multi-faceted complaints, preparation of reporting on complaints for the CEO, Executive and assists with the preparation of other complaint-related reports and briefs as required. The Assistant Director will also work collaboratively to develop and implement an enterprise-wide quality assurance framework for complaint management.Primary Responsibilities:Lead the triage and coordination of responses to complex, multi-faceted and urgent complaints.Lead the development of a quality assurance framework for complaint management.Provide tailored complaint management advice and support to complaint handlers within business groups to support the early resolution of complaints in accordance with best practice and Comcare policies.Promote the effective implementation and usage of Comcare's complaints management system, including data quality and integrity.Lead the continuous improvement of policies and procedures relevant to the work of the team.Collaborate and identify organisational risks and issues in complaints management and ensure escalation to the appropriate level, including the development of risk mitigation options and strategies.Participate in corporate learning and development activities.Contribute to the development and implementation of strategic and operational business planning.Mandatory Experience:Demonstrated experience leading complaint or dispute resolution functions or teams.Demonstrated understanding of best practice in complaints management or dispute resolution.Minimum Requirements:Australian citizenship.Character clearance (Australian Criminal History Check).Employee Health Declaration.Six months probationary period for new engagements.Ability to obtain and maintain a Baseline Security Clearance.Specific Conditions: Some intra and interstate travel may be required on occasion, including overnight absences.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitabilityContact: ****** Phone: 1300366979Agency Employment Act: PS Act 1999Position Number: 1477Vacancy Number: VN-0751365Getting to know Comcare:Comcare is the national authority for work health and safety, and workers' compensation. We are a government regulator, workers' compensation insurer, claims manager and scheme administrator. Through our role, we work with employees and other workers, employers, service providers and other organisations to minimize the impact of harm in the workplace, improve recovery at work and return to work, and promote the health benefits of good work. We collaborate and partner with other schemes and organisations on research and innovative projects that improve outcomes. We also provide expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC), and Seafarers Safety, Rehabilitation and Compensation Authority (Seacare Authority).
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