APS5 & APS6 Complaints Management Complaints Officers

at  Chandler Macleod

REFERENCE

BH-160123
Our client is seeking to engage APS5 & APS6 Complaints Management Complaints 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

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

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 both roles:

• Previous experience in a high-volume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness.
• Strong communication skills, Participant/Complainants phone contact is mandatory. Strong writing skills are also required. Working in a dynamic and changing environment. Either previous experience or have to ability to quickly learn about the Agency’s systems and functions.
• Resilient, flexible, efficient, organized, 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 with competing priorities, meet deadlines and prioritize work in line with risk and complaint due dates. Ability manage work that may include confronting information, including information about abuse, harm, and neglect of people with a disability.
• Ability to work with a range of stakeholders