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Salary- APS Level 6
- Canberra ACT,Penrith NSW,Darwin NT,Brisbane QLD,Adelaide SA,Hobart TAS,Melbourne, VIC,Perth WA,Parramatta NSW
- Ongoing
Applications are sought from suitably qualified, professional and motivated individuals to join a team of highly focused people responsible for monitoring, intake and early resolution of complaints received by the NDIS Commission.
Suitable candidates must meet the requirements of the role as outlined in this information pack. The successful candidate will contribute to providing leadership and direction as part of a national complaints function.
Reporting to an Assistant Director (EL1), you will be responsible for:
- Leading and mentoring a team of 8 – 10 team members, around the implementation, operation and monitoring of the complaints handling function, consistent with the NDIS Quality and Safeguarding Framework and the National Disability Insurance Scheme Act 2013, and relevant Commonwealth legislative requirements
- Building and sustaining capability of team members to undertake their roles effectively, efficiently and safely. Through effective use of coaching and performance management and encouraging career development.
- Creating a positive and collaborative culture that encourages and acts on feedback
- Develop excellent working relationships with a range of stakeholders to facilitate the work of the complaints handling function, and Commission more broadly
- Managing caseloads, including assessment of complex complaints and escalating for investigation or other action where necessary.
