Assessment And Resolution Officer

Halcyon Knights is looking for a dynamic Assessment and Resolutions Officer to join a fast paced team within a state government department based in Adelaide.

YOUR ROLE

• Expert Advice: Provide timely and expert advice on a range of education-related complaints, drawing on your in-depth knowledge of government and specific complaint handling practices.
• Complex Complaint Resolution: Undertake analysis of complex complaints, identify core concerns, and apply specialized mediation techniques to address issues raised.
• Reporting: Prepare high-quality reports, briefings, and correspondence for stakeholders, including the Director of Customer and Information Services.
• Analysis and Negotiation: Assess, plan, analyze, and negotiate confidently with education staff and customers to support achievable outcomes.
• Data Analysis: Produce statistical data on complaints to report and identify trends for service development and improvement.
• Training and Support: Conduct complaint training, information sessions, and provide specialized support and advice to education leaders and staff as required.

ABOUT YOU

• Complaint Management Experience: Demonstrated experience in managing sensitive and complex complaints, with the ability to formulate solutions based on policies, procedures, and relevant legislation.
• Communication Skills: Proven high-level interpersonal, written, and verbal communication skills, with the ability to exercise confidentiality and resilience while providing clear information and advice.
• Conflict Resolution: Proven experience in influencing and presenting well-reasoned decisions and outcomes, with strong mediation, negotiation, and conflict resolution skills.
• Analytical Skills: Demonstrated experience in analysis, assessments, and the preparation of high-quality briefings, statistical data, reports, and correspondence.
• Tertiary education in legal, education, public policy, social work, mediation or a related field.
• A current Working with Children Check

If you are interested and meet the above, apply with an updated resume (MS Word) with relevant experience.
Email ********@halcyonknights.com.au for enquiries.