APS4 & APS5 Complaints Management Officers

• Federal Government opportunities in Charlestown
• 12-month contract with possible extension
• APS4 - $43.82 per hour + super
• APS5 - $55.24 per hour + super
• Hybrid work arrangement

The Role:As a Complaints Officer, you'll be a vital part of the team, responsible for managing complaints and incidents. Your role will involve assessing, recording, and resolving complaints while adhering to legislative requirements and organizational standards. We are recruiting roles at both APS4 and APS5 level.Responsibilities may include but are not limited to:

• Complaints Management: Effectively manage and resolve moderately complex to complex complaints and incidents. This includes assessment, recording, resolving, and appropriately referring complaints. For APS5 officers, this extends to managing escalated complaints and ensuring that strict deadlines are met.
• Stakeholder Engagement: Both APS4 & APS5 level roles require a considerable level of contact with internal and external stakeholders. Officers will communicate with and provide advice on a range of matters to resolve moderately complex enquiries, ensuring effective stakeholder engagement and satisfaction.
• Written Correspondence and Reporting: Produce high-quality written correspondence for a diverse range of audiences, including formal responses for key decision-makers. Coordinate correspondence, briefing, and reporting functions, ensuring accurate and timely information dissemination.
• Support and Coordination: APS4 officers will focus on supporting the coordination of complaints received, including resolving complaints at the point of entry, escalating complaints as necessary, and contributing to record-keeping activities. APS5 officers will support the team in resolving day-to-day operational issues and assist in achieving strategic objectives.

The successful candidate will be able to demonstrate the following:

• You are driven by a desire to contribute to the development and implementation of a leading service system.
• You possess the ability to undertake technical, research, policy, and analysis activities.
• You have experience in managing moderately complex to complex workloads and meeting strict deadlines.
• You are skilled in producing quality written correspondence and reports.
• You excel in stakeholder engagement and are capable of resolving enquiries with diplomacy and efficiency.
• You have experience managing complaints in a busy contact centre environment.

To Apply:In order to be considered applicants are required to hold an Australian Citizenship.If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Ankita on 02 9200 3683 for more information.DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.