aps5 complaints & aps6 senior complaints officers.

• Multiple Positions, Disability Sector
• Internal Reviews & Complaints
• 12 Month Contracts, Federal Government

The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the Agency’s Service Charter.

The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies.

Role 1: APS5 Complaints Officer key accountabilities

• Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
• High degree of communication with internal and external stakeholders
• 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.

Role 2: APS6 Senior Complaints Officer key accountabilities

• 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.
• 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.

Ideally you will possess:

• Experience in managing high volume, complex complaints and reviews of a sensitive nature under tight timeframes
• Exceptional written communication skills and an ability to write and prepare documentation to a high standard
• Outstanding interpersonal and communication skills and ability to interact with a variety of stakeholders and ability to discuss matters of a sensitive nature
• Attention to detail, superior time management skills and a positive and flexible work attitude are essential!

How to Apply:

Please select “Apply Now” above.

For a confidential discussion and to find out more about this opportunity please call Sonia Charman from Randstad on 8468 8007

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