Our client is seeking to engage APS5 & APS6 Ministerial and ParliamentaryComplaints Officers.Location: Canberra, ACTContract Length: 12 monthsPay rate: APS6 -$60.26/Hourly (excluding super)
APS5 - $55.24/Hourly (excluding super)Eligibility/Security Requirement: Australian CitizenshipAPS5 Complaints OfficersResponsibilities of the role include but are not limited to:
- 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.
- 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.
- Working a MP Office, Parl Min Branch within Government
- Previous experience in a complaints or compliance role
- Resilient, flexible, organised, attention to detail, empathetic, high analytical skills, proficient in word and Excel, ability to work proactively, ability to work autonomously and as part of a team. Ability to manage a high caseload of work, meet deadlines and prioritise work in line with risk and complaint due dates.
- Participant/Complaints Phone contact is mandatory for this role.