APS5 & APS6 Customer Service & Complaints Officers

The Opportunity On behalf of a Federal Government Agency we are looking for APS5 and 6 Complaints Officers to join the Internal Review and Complaints team based in Chermside. The roles will be 12 months, working 37.5 hours per week, paying $55.24 per hour for APS5 and $60.26 per hour for APS6 + super.

The team are responsible for handling resolution of reviews and complaints working directly with participants, providers, internal and external stakeholders. 

Responsibilities may include but are not limited to; 

• Leading and supporting team members to effectively manage complaints within expected timeframes.
• Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
• Managing escalated complaints and ensuring strict deadlines are met.
• Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
• Managing and Coordinating correspondence, briefing, and reporting functions for the Complaints Team.
• Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

To be successful you will demonstrate; 

• Previous experience in a high-volume complaint and/or Customer Service role with the ability to consistently achieve output expectations and manage caseload timeliness.
• Strong communication skills - written and verbal.
• Previous experience working in disability sector or have to ability to quickly learn about the Agency’s systems and functions.
• Proficient in Word and Excel, ability to work proactively, ability to work autonomously and as part of a team.
• Ability to manage a high caseload of work with competing priorities, meet deadlines and prioritise work in line with risk and complaint due dates.
• Ability to manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
• Ability to work with a range of stakeholders.

Some WFH flexibility will be offered following training - up to 2 days per week. 

To Apply 

As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.

If you are interested in this role, please APPLY NOW by clicking the available link. Interviews will commence immediately.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
 
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 ***********@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.
 
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