A05 COMPLAINT OFFICER - QUEENSLAND GOVERNMENT

Summary about this job

Detail information about job A05 COMPLAINT OFFICER - QUEENSLAND GOVERNMENT. Terms and conditions vacancy

HOBAN is seeking to engage the knowledge and experience of a Complaints Officer for a State Government department located in the Brisbane CBD. Commencing ASAP, this is a temporary assignment (based at an A05 level) until December 2018. Due to the urgency of this role, applications will close at 3pm on Friday, 20 July 2018 and MUST include a 1-2 page suitability statement.

The Complaints Officer coordinates complaints management, ensuring consistency across complaints, their remedies and outcomes. You will use sound judgement to support the Team Leaders to progress complex correspondence and prepare operational reporting.

Reporting to the Team Leader, you will be responsible for the following accountabilities:

• Manage complaints and compliments, taking a risk management approach to complaints and the preparation of complex correspondence
• Resolve complex debt management matters by undertaking research, interrogating systems, and applying established debt management legislation, policies and procedures to ensure accurate advice and decision
• Demonstrate a strong customer focus, undertake challenging negotiations, modelling effective communication skills to coordinate or finalise complaint contacts
• Advise complainants of their escalation options
• Liaise, consult, negotiate and provide advice to internal and external stakeholders in relation to specific complaints
• Take a conscientious approach to the performance of administrative functions.
• Document decisions and the rationale for those outcomes in a clear and comprehensive manner.
• Provide updates on the progress or status of complaints as required
• Develop, maintain and review procedures and standards.
• Design, develop, produce and maintain reliable reporting and trend analysis. Produce non-routine or adhoc reports as required by team leaders, enforcement managers, and the Assistant Registrar.
• Communicate advice on the impact of complaints and emergent risks and issues.
• Identify opportunities for business improvements; assist in their operationalisation, including providing quality feedback to the business.
• Take responsibility to deliver agreed outcomes in a timely way.
• Demonstrate ethical decision-making and behaviours
• Build and maintain professional relationships, and with operational business partners to provide advice and enable input into development and implementation of new processes within the Enforcement & Training Team.
• Support, mentor and coach team members to build a resilient, flexible and cooperative working environment.

As an experienced Complaints Officer, you will have the following skills and attributes:

• Analysis and Use of Evidence - You identify and analyse situations and issues, gather appropriate evidence, consider options and make sound decisions.
• Professional Excellence - You are committed to personal and professional/technical growth.  You show initiative, innovation and self-awareness and are willing to learn and share knowledge.
• Influential Communication - You listen, interpret and convey information in the best way, selecting the most appropriate and influential method of communication.
• Achieving Results - Excellent outcomes are achieved because you are solutions focussed and methodical, manage risks and issues and drive intended results.

This role sounds like me, how do I apply?

• Apply online, completing all application questions
• Provide an up-to-date resume including employment dates, duties and type of employment (contract / temporary / permanent)
• Provide 1-2 page suitability statement based on the above skills/experience criteria (attached as a cover letter or within resume)
• Include 2 current contactable referees (phone numbers and email addresses preferred)

Please Note: Applications which are incomplete (incomplete application questions and/or suitability statement) will not be reviewed.