Senior People and Culture Advisor, Complaints Resolution OfficerThe People Support Team is responsible for managing complex employee-related issues within the Commission relating to behaviour, performance, and health & safety.
The team provides support for injured and/or ill staff, performance issues, workplace grievances, and misconduct.
The People Support Team also ensures accurate record-keeping and reporting, as well as compliance with regulations and ensures procedural fairness.About the RoleThe APS 6 Senior P&C Advisor supports the Commission's business areas in the effective management of sensitive staffing matters.
As the Senior P&C Advisor, you will be self-motivated, with an eye for detail and process improvement.
You will be responsible for appropriately resolving a range of complex and sensitive staffing matters.
You will triage, assess, and action a range of queries and cases received by the team.
You will have the opportunity to be exposed to all aspects of case management including workplace disputes, investigations, injury management, and performance.
Exercising a high degree of judgment, you will manage staffing matters in accordance with Commission policies and procedures, maintaining a high level of professionalism and confidentiality throughout the process.
You will communicate effectively with staff members, providing updates on the status of their concerns and explaining the resolution pathways and supports.
You will have the opportunity to identify and implement opportunities for process improvement and ensure the Commission remains aligned with industry best practice.Position DutiesUnder broad direction, effectively manage sensitive staffing matters and workplace grievances in line with legislation, policies, procedures, and best practice.Actively upskill and seek to gain experience in all aspects of case management.Provide accurate, quality, and timely advice on a range of staffing matters.Ensure procedural fairness is upheld in all aspects of case management.Work closely with the case management team to ensure a cohesive, reasonable, and holistic case management approach is taken to all matters.Work collaboratively with all stakeholders, developing efficient case management solutions based on relevant legislation, policies, and procedures.Ensure all record keeping is done in accordance with legislation, procedures, and policies.Contribute to required reporting.Provide accurate and timely complaints resolution advice and support to managers.Position Eligibility Requirements (Selection Criteria):Attainment of Certificate 4 in Government Investigations or a tertiary qualification in Employee or Industrial Relations, Human Resource Management, Business Management, Law, or a related field.Proven experience in managing employee complaints resolution investigations, demonstrating a thorough understanding of dispute resolution processes.Highly developed written and verbal communication skills, with the ability to build and maintain effective working relationships and engage stakeholders at all levels to achieve results.Strong analytical skills in the interpretation and application of industrial instruments, policies, and procedures.High-level communication, relationship building, interpersonal and influencing skills, including the ability to coach and educate leaders on best practice people management.Experience in resolving complex and high-risk cases with procedural fairness, ensuring all parties are informed of the process and that the outcomes are fair, balanced, and legally sound.High-level skills using Microsoft Office applications including Excel, ability to use HR systems, and to manage confidential and sensitive information.
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