APS 4,5,6 Complaint Officers

APS 4, APS 5, APS 6 Complaint Officers

• APS 4 $43.82 / APS 5 $55.24 / APS 6 $60.26 Hourly Rate / + Super
• Deakin, ACT
• 12-month contract (possible extension)

About the client
The Agency is seeking 4 Complaints Officer to join their fast-growing team.

Duties of APS 4

• Supporting the coordination of complaints received by the agency 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 Agency 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.

Duties of APS 5

• 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.

Duties of APS 6

• 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

• Resilience, flexible, efficient, organised, detail orientated, empathetic, high analytical skills, proficient in Microsoft Suite products.
• Ability to manage competing priorities.
• Ability to manage work that may include sensitive content, including abuse, harm, and neglect of people with a disability.

Essential Skills

• Experience working in an MP Office or within a Parliamentary and Ministerial Branch within the Government.
• Experience with high-volume Complaint functions.
• Experience in Disability related fields.
• Experience in difficult conversation, conflict resolution and managing expectations.

Application Requirements 

• Applicants must hold Australian citizenship.
• Applications close on 19/07/24.
• Agency background checks.

If you feel you are a suitable candidate submit your application by hitting ‘Apply for this job’. Alternatively, contact Mishael Solomon on 02 6162 7317 or email via MSolomon@dfp.com.au for further discussion.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
 
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
 
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