AddressThe APS4 Complaints Officer is responsible for managing inbound correspondence and providing support to the Feedback and Coordination Team (FCT) within the department’s Audit and Assurance Branch (AAB).
This includes:
- completing tasks of moderate complexity independently, and exercising judgment in line with departmental policies and procedures
- managing correspondence effectively, adhering to DSS policies, task cards, Standard Operating Procedures (SOPs), and standardised responses
- undertaking administrative support activities, conducting research and analysis, and preparing internal and external correspondence
- engaging with internal and external stakeholders via phone and email to resolve enquiries and issues
- providing input into policy development and process improvements related to complaint handling.
- manage inbound emails, online forms, and calls from the department's primary external facing mailboxes and phone lines
- document complaints, including key concerns and desired outcomes from complainants over the phone
- assess and determine appropriate referral points, both internal and external
- prepare internal and external correspondence and liaise with departmental business areas to facilitate an appropriate and timely response
- develop and maintain guidance material
- any other related duties as required by the Team/Branch.
The Department of Social Services (DSS) develops policies and delivers programs that support the lifetime wellbeing of Australians and their families. Our vision is to achieve the best health, wellbeing and safety of all Australians. Our people are critical in delivering the key priorities of DSS. We are seeking candidates that reflect our cultural values of curious, contestability, courage and collaboration.
