APS6 Complaints Officers

APS6 Complaints Officer, 12 month contract, $60.26 per hour, ASAP startAbout the OrganisationBased within a Federal Government organisation putting stakeholders at the heart of their work, the organisational values reflect a passion and commitment to building a positive, stakeholder-centred culture.About the OpportunityThis role is a 12 month contract based opportunity with a high chance of renewal. A flexible, hybrid work environment ensures a great work-life balance - this is a Geelong based position and requires some time spent in office. This is a full time position open to Australian Citizens only.About the RoleThe 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 stakeholders including providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the agency’s Service Charter.The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, Board, Independent Advisory Council and oversight bodies.Responsibilities

• 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 stakeholder incidents, including assessing, recording, resolving and referring as required.
• 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.

Requirement

• Australian Citizenship (required)
• Previous experience in a complaints or compliance role
• Ability to manage a high caseload of work, meet deadlines and prioritise work in line with risk and complaint due dates.

Interested? What Next?
Submit your CV and cover letter or email me for a confidential discussion at kelly.russell@randstad.com.auPlease note. Applications for this position close 13th May 2024.REGVIC2410At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.Skillscomplaints, complaints Management,EducationBachelor Degree