APS4 Complaints Officer
We are seeking an experienced Complaints Officer to join the team within a Federal Government Agency based in Hobart.
Summary about this job
Customer Service - Call Centre
Company: DFP Recruitment
Location: Hobart
Work type: Contract/Temp
Salary: $37 - $40 p.h. + 9.5% super
Phone: +61-3-5745-1171
Fax: +61-7-6888-5227
E-mail: n\a
Site: n\a
Detail information about job APS4 Complaints Officer. Terms and conditions vacancy
- Assignment until December 2019
- Federal Government
- $37 - $40 per hour + 9.5% super
We are seeking an experienced Complaints Officer to join the team within a Federal Government Agency based in Hobart. This role will be APS4 equivalent.
The Role:
The Complaints Officer will be required to work in a virtual team within the Large Regional Hub, producing a high standard of work within tight deadlines.
Responsibilities include:
- Managing incoming complaints including resolving, assessing, recording and referring as required.
- Supporting the National Complaints Unit to provide timely and proactive advice for complaints management across the Agency.
- Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines.
- Assist with identifying systemic complaint themes to improve service delivery.
- Assist with coordinating complaints received by the Agency including resolving at point of entry, assessing, recording and referring as required.
- Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met;
- Recording complaints in the Feedback Management System.
- Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints Unit and staff in the regions.
- Assist to coordinate correspondence, briefing and reporting functions for the National Complaints Unit.
- Provide high level administrative support for reporting and the coordination of meetings and training as required.
- Assist the National Complaints Unit to manage and resolve day-to-day operational issues as they arise.
About You:
- You will be able to work successfully as a member of a virtual team while showing initiative and working independently when required.
- You will have strong written and oral communication skills and strong interpersonal skills.
- You will possess effective problem solving skills and the ability to empathise and remain calm in a stressful or ambiguous situation.
- Excellent interpersonal skills
- Organisation skills
- A high attention to detail
- Having a strong interest or previous experience with the Disability Sector would be an advantage
As this role is within the Federal Government, applicants are required to hold Australian Citizenship. Unfortunately we are unable to consider Permanent Residents.
If you are interested in this role, please APPLY NOW
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