Multiple Complaints Officers

We are looking for multiple APS4 and APS5 Complaints Officers for initial 12 month contracts across Brisbane. These are team membership positions that will work within defined parameters relating to their area of responsibility. The role will be required to apply well-established policy, principles, practices and procedures to achieve outcomes that supports and contributes to the agencies objectives. APS4 Complaints

• Supporting the coordination of complaints received, including resolving at 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.

APS5 Complaints

• 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 operation issues and assist in achieving the branch's strategic objectives.

Required experience:

• Complaints management
• Compliance experience
• Understanding of, interpreting and relaying legislation
• Ability to work to set KPIs and understand expectations
• Must have well established verbal and written skills, good communication skills, ability to work independently and as a team where required.
• Resilience, you may be exposed to difficult conversations, and assisting participants that have experienced trauma, neglect, abuse or harm.

Desirable experience:

• Case Management
• Experience within a Ministerial environment

We are also seeking candidates with the following experience for similar roles within the same department:

• Freedom of Information and an understanding of the FOI Act 1982
• Federal, State or Territory privacy processes Those with a extensive experience in the disability sector and those with lived experience of Disability are highly encouraged to apply.

To apply for these positions:

• As these positions will be with a Federal Government Department, you MUST be an Australian Citizen.

Those waiting on Citizenship or are only NZ citizens are unfortunately unable to apply and Randstad will be unable to represent you for these positions.

• Have the ability to pass a National Criminal History Check and obtain an NDIS Workers Screeners Check.
• Positions are Full time hours, 37.5 hours per week.
• Due to the large amount of applicants and fast turnaround for these positions, only those deemed suitable will be contacted.

We may contact you for further positions that become available that suit your skills and experience.

• Expected start date for these positions is late

May/Early June

• Pay rates
• APS4 $43.82, APS5 $55.24.

Next steps:

• If you possess the required skills and experience, please click apply.
• If deemed suitable, you will be contacted for a phone screening early next week (week starting 15th April)
• Group Interviews to take place Tuesday 16th and Wednesday 17th April, daytime and afternoon sessions available.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Please click here to apply.