Address- Contract Term: 12 Months plus possible extension.
- Hourly Rate: $55.24 – $60.26 per hour excluding Superannuation.
- Deakin Office – Hybrid working option (Maximum 2 days working from home)
About the Role:
The Internal Reviews and Complaints Branch is the central point of coordination for the Agency’s handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the NDIA Service Charter.
The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies.
The APS6 Complaints Officer is a team leadership position within the NDIA and will have delegated authority and responsibility to resolve issues and risks across a range of activities. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership within the positions assigned Work Area.
Responsibilities of the role include but are not limited to:
- Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
- 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 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.
The APS5 Complaints Officer will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.
Responsibilities of the role include but are not limited to:
- 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.
- 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.
Skills and Experience
Key skills required for role/s:
- 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, Participant/Complainants phone contact is mandatory. Strong writing skills are also required. Working in a dynamic and changing environment. Either previous NDIA experience or have to ability to quickly learn about the Agency’s systems and functions.
- Resilient, flexible, efficient, organized, attention to detail, empathetic, high analytical skills, 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 prioritize work in line with risk and complaint due dates. Ability 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.
Desirable skills to have for the role/s:
- Preferably have Disability, Complaints management experience.
- Previous experience in having difficult conversations and managing expectations
Eligibility/Other Requirements:
- The successful candidate will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
