Ministerial and Parliamentary and Complaints Officers (APS5&6)

Our client is seeking to engage APS5 & APS6 Ministerial and ParliamentaryComplaints Officers.

Location: Canberra, ACT

Contract Length: 12 months

Pay rate: APS6 -$60.26/Hourly (excluding super)
                APS5 - $55.24/Hourly (excluding super)

Eligibility/Security Requirement: Australian Citizenship

APS5 Complaints Officers

Responsibilities 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.

If you feel you are a suitable candidate submit your application by hitting “Apply for this job”. Alternatively, you can call Leanne Porter on 02 6268 9*** for further discussion.
 

Please Note – The due date for this submission is 15/05/2024.