Portfolio Coordination Group / Audit and Assurance Branch National Office, Tuggeranong Position Description:
The APS5 Senior Complaints Officer is responsible for managing inbound correspondence and providing comprehensive support to the Feedback and Coordination Team (FCT) within the department's Audit and Assurance Branch (AAB).
This includes:
completing tasks of moderate to high complexity independently, and exercising judgment in line with departmental policies and procedures managing correspondence effectively, adhering to DSS policies, task cards, Standard Operating Procedures (SOPs), and standardised responses undertaking administrative support activities, conducting research and analysis, and preparing internal and external correspondence engaging with internal and external stakeholders via phone and email to resolve enquiries and issues providing input into policy development and process improvements related to complaint handling.
The successful candidate will:
manage inbound emails, online forms and calls from the department's primary external facing mailboxes and phone lines, including Switchboard, complaints and enquiries document complaints, including concerns and desired outcomes for complainants over the phone serve as the initial escalation point for urgent or difficult matters assess and determine appropriate referral points, both internal and external prepare internal and external correspondence and liaise with departmental business areas to facilitate an appropriate and timely response.
Eligibility / Additional Requirements:
To be eligible for employment with the Department of Social Services (the department), you must be an Australian citizen.
An applicant's suitability for employment with the Department will be assessed through a pre-employment screening process.
This will include an identity and criminal history background check.
Eligibility to obtain an Australian Government Security Clearance:
The suitable applicant must also obtain and maintain a security clearance conducted by the Australian Government Security Vetting Agency (AGSVA).
Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance.
Any gaps or periods of time spent overseas for 12 or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance.
Background history must cover 5 / 10 years (Baseline / Negative Vet 1 or Negative Vet 2) of employment, education, residential, criminal history and anything else specified by the AGSVA.
The suitable applicant must be willing to disclose all relevant and required information to fulfil this process.
Type / Length of Vacancy: Ongoing / Non-ongoing
Contact Officer Name: Kylie Smith
Contact Officer Phone: 02 5162 5020
Contact Officer Email:
Application Closing Date: 10-Jan-2025
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