Address
Form of work
SalaryRandstad are currently assisting multiple Federal Government departments recruit for APS4 Complaints Officers. These contracts are 12 months with the potential for further extension and are based in Brisbane CBD and Chermside. The hourly rates for these positions range from $40 - $46 per hour.
Candidates MUST be an Australian Citizen to apply
Duties
Duties are to be performed under broad direction in accordance with the APS Code of Conduct.
As a complaint officer you will:
* communicate effectively on the phone, in person and in writing with members of the public and the agencies we oversee
* listen to people and work with people who contact us to achieve appropriate outcomes.
* accurately record complaint information in corporate systems
* assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints
* identify appropriate referral pathways for enquiries and complaints that are out of jurisdiction
* identify and escalate urgent and sensitive complaints
* identify and raise emerging trends and potential systemic issues within the Office
* work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training and mentoring team members as required
* contribute to the performance of the Complaints Branch in a collaborative and inclusive manner
* represent the department with integrity and professionalism
* uphold and demonstrate the values of the department
Ideal candidate
You should have a demonstrated ability to:
* communicate effectively with a diverse range of people, including people living with disability, culturally and linguistic diversity and vulnerabilities such as mental health conditions, financial hardship and homelessness.
* de-escalate challenging conversations while finding ways to resolve complaints
* conduct targeted research to quickly acquire subject matter knowledge
* exercise sound judgement in making discretionary decisions
* work effectively and efficiently to achieve results
* manage personal well-being and resilience
* maintain professionalism and impartiality.
Candidates MUST be an Australian Citizen to apply
Duties
Duties are to be performed under broad direction in accordance with the APS Code of Conduct.
As a complaint officer you will:
* communicate effectively on the phone, in person and in writing with members of the public and the agencies we oversee
* listen to people and work with people who contact us to achieve appropriate outcomes.
* accurately record complaint information in corporate systems
* assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints
* identify appropriate referral pathways for enquiries and complaints that are out of jurisdiction
* identify and escalate urgent and sensitive complaints
* identify and raise emerging trends and potential systemic issues within the Office
* work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training and mentoring team members as required
* contribute to the performance of the Complaints Branch in a collaborative and inclusive manner
* represent the department with integrity and professionalism
* uphold and demonstrate the values of the department
Ideal candidate
You should have a demonstrated ability to:
* communicate effectively with a diverse range of people, including people living with disability, culturally and linguistic diversity and vulnerabilities such as mental health conditions, financial hardship and homelessness.
* de-escalate challenging conversations while finding ways to resolve complaints
* conduct targeted research to quickly acquire subject matter knowledge
* exercise sound judgement in making discretionary decisions
* work effectively and efficiently to achieve results
* manage personal well-being and resilience
* maintain professionalism and impartiality.
Why work with Randstad?
We value our contractors. So in addition to the benefits from your new employer, we can also offer you…
- A dedicated consultant as a point of contact
- Discounts at retailers like David Jones, Myer & JB HiFi, Rebel Sport, Woolworths, Hoyts cinemas and many more.
- A free Employee Assistance Program which will provide you your family with access to professional support services
- Access to your payslips at the click of a button via our MyRandstad App
- A weekly pay cycle which gives you access to your wages sooner rather than later.
What now
Are you ready to take the next step in your career in government? If you meet the essential criteria and have the required experience listed above apply now! We would love to hear from you.
Note, unfortunately due to a high volume of interest in these roles only shortlisted candidates will be contacted.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
