APS 6 Feedback Officer

• Location: Canberra ACT, Sydney NSW, Brisbane QLD, Melbourne VIC, Adelaide SA, Hobart TAS
• Salary Range: $93,976 - $106,713 + Attractive Superannuation
• Contact Officer: Chris Bandle (02) 6289 6363 Chris.Bandle@dva.gov.au

The role requires an organised person with excellent communication skills, who has the ability to manage a caseload of feedback, including complaints, and adapt to the needs of the team. It is essential for you to have a strong commitment to client service to perform this role as you will be required to have contact with staff and business groups who will be investigating and assisting you to resolve issues.
In this fast-paced role you will be responsible for:

• Maintaining regular contact with clients while feedback is being resolved and investigated
• Working constructively and collaboratively with DVA staff and business areas to find solutions to resolve complaints
• Working with staff at all levels of the Department, external stakeholders and clients to provide detailed responses to sensitive complaints matters
• Maintaining accurate records of client interactions, and actions taken to resolve complaints
• Adhering to processes for feedback management and seeking feedback from clients regarding the effectiveness of these processes

To be successful in this challenging and rewarding role, you will have a strong client focus, be versatile, self-motivated, have excellent organisational and stakeholder management skills, excellent written and oral communication skills and an ability to manage competing priorities.
Duties

• Monitor the Client Feedback Management System (CFMS), Feedback Management Team (FMT) email inbox and mail container for feedback and enquiries received from DVA clients, their family members, providers and ex-service organisations
• Acknowledge receipt of feedback and enquiries received ensuring that, where appropriate, individuals are made aware of other areas of support within DVA (e.g., Open Arms)
• Categorise feedback and enquiries received and create records within DVA systems (e.g., CFMS, TRIM), attaching all correspondence and relevant documentation
• Research and investigate complaints received by the FMT, including:

• Liaising with relevant business areas to explain the complaint and request their input
• Ensuring that responses from business areas address the complaint
• Providing actions and outcomes of complaints to complainants orally or in writing
• Recording all correspondence and documentation within DVA systems
• Undertake quality assurance and validation checks of feedback forms and processes, including:

• Liaising with business areas as required to change/ add information
• Ensuring that all information is accurate and complete
• Providing feedback to staff for their learning
• Updating systems with completed information
• Collaborate with colleagues and other internal and external stakeholders to provide or seek advice in support of effective decision-making
• Make recommendations for changes to guidelines, systems and processes to improve their efficiency, clarity and effectiveness.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Notes
This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
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: