AddressOur client is seeking to engage APS5 & APS6 Ministerial and ParliamentaryComplaints Officers. Location: Adelaide CBD 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.
APS6 Complaints Officers
Responsibilities of the role include but are not limited to:
- 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.
Key skills required for role:
- 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”.
Please Note – The due date for this submission is 9am Wednesday 15/05/2024.
