AddressYour new company
Our Federal Government partner is the national end-to-end regulator of aged care services. They are focused on delivering a world-class sector that safeguards the welfare and rights of older Australians. They are responsible for resolving complaints about services, approving providers to deliver aged care services and assessing providers' compliance with the Aged Care Quality Standards and other obligations Conducting home care investigations to assess compliance.
Your new role
As a senior complaints officer, you will but not limited to:
- Use your investigative skills to tackle complaints head-on. Whether it’s through conciliation or service provider resolution.
- Identify, escalate, and manage risks like a pro.
- Accurately document information, prepare detailed reports, and craft evidence-based recommendations.
- Deliver mandatory training programs with finesse.
- Manage your caseload effectively.
- Use a range of techniques to resolve complaints, such as investigation, conciliation or service provider resolution
- Managing calls and managing difficult conversations while identifying, escalating and managing risks
- Accurately recording information including, preparing detailed reports, correspondence and recommendations
- Complete all required mandatory training programs as required by the Entity. The timing and completion of the training will be discussed and agreed with the Entity’s contact officer
- Work for standard business hours, which are 7 hours 30 minutes or as otherwise advised by the Entity, with a minimum 30-minute lunch break mandatorily required. If Personnel are required to work weekends, public holidays and Entity stand down periods, prior written approval from the Entity must be obtained.
What you'll need to succeed
- Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed
- Excellent written and verbal communication skills, including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to the audience
- Well-developed time management skills to thrive in a busy environment, ensuring the case load and competing priorities are taken appropriately.
- Collaboratively achieving outcomes and influencing a positive culture in the workplace.
- Identifying broader factors, trends and influences that may impact on the team’s objectives.
- Consider the ramifications of issues and longer-term impact of your own work and work area.
- Must be an Australian Citizen.
- Complaints Experience or Age Care experience is a must
What you'll get in return
- Attractive hourly rate
- Work with a prestigious government partner who truly cares
- Career progression
- Hybrid working arrangement
- Sydney CBD Location
- $60 - $68 per hour plus super
What you need to do now
If you’re interested, click ‘apply now’ to forward an up-to-date copy of your CV to Niamh Kelly via Niamh.kelly@hays.com.au . If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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