APS4 Complaints Officer

Fed Gov position in Geelong, with WFH flex!

Your new company 

Hays is the preferred supplier choice of Federal, State and Local Government organisations as well as leading employers in Health, Technology, Insurance, Education and Utilities across Geelong. I am partnered with a Federal Government Agency, in the heart of Geelong to recruit an APS4 Complaints Officer for a 12-month, full-time temporary assignment with the potential to extend. Want to work from home on occasion? This job may just be the one for you!

Your new role 

As the APS4 Complaints Officer, you will work from both the Geelong National Head Office and from the comfort of your own home. The APS4 Complaints Officer will have a high level of contact with internal and external stakeholders and will be required to communication with and provide advice on a range of matters to resolve moderately complex enquiries. Responsibilities may include:

• Supporting the coordination of complaints received, including resolving at point of entry, assessing, recording and referring as required.
• Contacting relevant stakeholders to confirm receipt of referred complaints and gather information.
• Escalating complaints in accordance with established Agency complaint handling processes.
• Contributing to record keeping activities to ensure team records are accurate and current.
• Coordinating correspondence, briefing and reporting functions to the branch as needed.

What you'll need to succeed 

To succeed as the APS4 Complaints Officer, you will need:

• Excellent communication skills, both written and verbal 
• Demonstrated experience working autonomously 
• Demonstrated experience analysing and interpreting information
• IT proficiency, especially MS Office and Customer Record Management (CRM's)
• Experience in case management, complaint handling or customer relation roles is ideal
• Government experience is desired
• Australian Citizenship

What you'll get in return 

Through Hays, this role offers you an hourly rate of $43.82 + super, an opportunity to progress your career with this Federal Government Agency, WFH flexibility and:

• Weekly pay cycles
• Nominated choice of superannuation fund
• Online time sheet submission and approval
• No hidden costs or payroll deductions for our services
• No invoicing required for Pty Ltd holders
• Regular contact with consultants throughout the duration of your assignment

What you need to do now 

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

Brittany Walker - Team Manager

E: ***************@hays.com.au