Complaints Management Complaints Officers

Out Federal Government Client is seeking multiple skilled Complaints Management Complaints Officers.The APS5 Complaints Officer is accountable under limited supervision to undertake moderately complex to complex work. Legislation, policies, procedures, standards, methodologies and precedents guide the position. The position will be required to undertake technical, research, policy and analysis activities and tasks using available information where options are not always evident. It will be required to perform procedural, clerical, administrative and operational tasks that supports and contributes to the agency's 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:

• 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.

APS6 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 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.

This role closes for applications 9am Wednesday 15/05/24Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusionShare this jobInterested in this job?Save JobCreate as alertSimilar JobsSCHEMA MARKUP ( This text will only show on the editor. )Part of RGF Staffing APEJ, Chandler Macleod, we get people.sOur specialtiesOur specialtiesAdviceMore from usChandler Macleod acknowledges the Traditional Owners of Country. We pay our respects to the Aboriginal and Torres Strait Islander cultures, and to elders past and present, whose land we stand upon today.