APS4 Complaints Officer

Applications close 15.00 PM AEST, 23rd January 2024
Mandatory: Australian Citizenship required to work within Federal Government.
About the Organization:
This leading Federal government agency supports Australian's in achieving their goals and helps them to live a better life. Their work has an impact on a significant area in the social sector, and you can contribute to the difference that they make in this role. This agency is known for having a great culture across different teams and have excellent office location in Broadmeadows - VIC.
Position Purpose
The APS4 Complaints Officer will be required to work in a virtual team within the Large Regional Hub, producing a high standard of work within tight deadlines.
You will:

• Be able to work successfully as a member of a virtual team while showing initiative and working independently when required.
• Require strong written and oral communication skills and strong interpersonal skills.
• Possess effective problem-solving skills and the ability to empathise and remain calm in a stressful or ambiguous situation.

Duties
Responsibilities include:

• Managing incoming complaints including resolving, assessing, recording and referring as required.
• Supporting the National Complaints Unit to provide timely and proactive advice for complaints management across the Agency.
• Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines.
• Assist with identifying systemic complaint themes to improve service delivery.
• Assist with coordinating complaints received by the Agency including resolving at point of entry, assessing, recording and referring as required.
• Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met;
• Recording complaints in the Feedback Management System.
• Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints Unit and staff in the regions.
• Assist to coordinate correspondence, briefing and reporting functions for the National Complaints Unit.
• Provide high level administrative support for reporting and the coordination of meetings and training as required.
• Assist the National Complaints Unit to manage and resolve day-to-day operational issues as they arise

Key skills required for role:

• Undertaking a range of data entry and high-quality record keeping.
• Ability to support the coordination of complaints received by the Agency including recording, assessing, resolving at point of entry and referring as required.
• Ability to liaise with stakeholders and assist to undertake actions to progress complaints.
• Reviewing and assessing information to determine complaint risk and escalate in accordance with established Agency complaint handling processes.
• Ability to contribute to record keeping activities to ensure team records are accurate and current.
• Ability to coordinate correspondence, briefing and reporting functions to the branch as needed.
• Good communication skills - both written and verbal
• Ability to work autonomously and as part of a team.
• Ability to analyse and interpret information of a moderate level of complexity.
• Ability to use computer/software applications including Microsoft Office and the Agency business applications.
• Ability to effectively manage one's time and resources to ensure that work is completed efficiently.
• Ability to adapt well to change.

What you will bring to the role:

• Strong communication and interpersonal skills.
• Experience in building relationships both with internal and external stakeholders.
• Ability to work within and across teams, the ability to adapt quickly to a changing environment
• Ability to manage confidential and sensitive information.
• Ability to prioritise and allocate tasks in an efficient manner while also maintaining high work standards and accuracy.

How to apply:
Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, disability and culturally and linguistics candidates are also encouraged to apply.
Mandatory: Australian Citizenship required to work within Federal Government.
Please click 'APPLY” to upload your details and resume to be considered for this role.
Applications close 15.00 PM AEST, 23rd January 2024