Address
Form of work
SalaryWe are seeking experienced APS4 and APS5 Customer Service Officer - Complaints to join a Federal Government Agency based in Chermside on a temporary 12 month contract with view to extension.
The Role
The position will support the Internal Review and Complaints Team as a central point of coordination for resolution of internal review and complaints and will work directly with participants, providers, internal stakeholders and external agencies.
Responsibilities
As a Complaints Officer, you will be required to:
The Complaints Officer will have the following attributes:
If you are interested in this role, please APPLY NOW.
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.
The Role
The position will support the Internal Review and Complaints Team as a central point of coordination for resolution of internal review and complaints and will work directly with participants, providers, internal stakeholders and external agencies.
Responsibilities
As a Complaints Officer, you will be required to:
- Manage complaints and incidents, including assessing, recording, resolving and referring as required
- Manage escalated complaints and ensuring strict deadlines are met
- Produce quality written correspondence for a range of audiences, including formal responses for the Minister
- Coordinate correspondence, briefing and reporting for the Complaints Team
- Support to resolve day to day operations issues
The Complaints Officer will have the following attributes:
- Experience in Complaints Handling; within a government setting is highly desirable but not essential
- Strong investigative skills
- Excellent oral and written communication skills with well-developed interpersonal skills.
- The ability to work calmly when presented with ambiguous circumstances that may present with sensitive or highly emotive complainants.
- Effective problem solving skills and the ability to manage complex and difficult conversations
- The ability to remain objective when investigating a complaint.
- The ability to be flexible and responsive to competing demands.
If you are interested in this role, please APPLY NOW.
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.
