AddressAre you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an APS4 equivalentComplaints Officer.
- APS4 equivalent $43+ p/h
- Located in Chermside, Queensland
- Up to 12 months with potential to extend, pending business and performance requirements.
About the Team
The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and resolution of reviews and complaints. Working directly with participants, providers, internal staff, and external agencies, the branch aims to manage and resolve reviews and complaints in a timely manner as outlined in the Service Charter. The Complaints and Participant Incidents Team prepares high-level advice, including letters, briefs, and reports for a range of audiences, including Ministers, the Executive Leadership Team, the Board, the Independent Advisory Council, and oversight bodies.
About the Role
As an APS4 Complaints Officer, you 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 enquiries.
- Supporting the coordination of complaints received, including resolving at the point of entry, assessing, recording, and referring as required.
- Contacting relevant stakeholders to confirm receipt of referred complaints and gather information.
- Escalating complaints in accordance with established complaint handling processes.
- Contributing to record-keeping activities to ensure team records are accurate and current.
- Coordinating correspondence, briefing, and reporting functions to the branch as needed.
About you
To thrive in this role, you need:
- Resilience, flexibility, efficiency, organisation, detail orientation, empathy, and high analytical skills.
- Proficiency in Microsoft Suite products.
- Ability to manage competing priorities.
- Ability to manage work that may include sensitive content, including abuse, harm, and neglect of people with disabilities.
- Experience with high-volume complaint functions.
- Experience in disability-related fields.
- Experience in risk assessment and the ability to work with a range of stakeholders.
- Be able to pass and hold a national police check and worker screening check.
- Must be an Australian Citizen.
To apply, please submit with your updated resume and a brief cover letter detailing your relevant experience. Please note this role closes on the Wednesday 17th of July 2024, only suitable candidates will be contacted.
At HOBAN we embrace diversity, inclusion and equal opportunity. We welcome and encourage applications from people from all backgrounds.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at ***********@hoban.com.au or visit hoban.com.au/adjustments.
