AO5 Complaints Officer
ASAP start, contract until December 2018 $81,883 - $89,559 Brisbane Location
Summary about this job
Supervisors/Team Leaders
Company: Eden Ritchie Recruitment
Location: Brisbane
Work type: Contract/Temp
Salary: Circa $52.25 P/H + Super, commensurate with exp.
Phone: +61-7-9332-9096
Fax: +61-2-2947-4868
E-mail: n\a
Site: n\a
Detail information about job AO5 Complaints Officer. Terms and conditions vacancy
Senior Complaints Officer
- ASAP start, contract until December 2018
- Circa $52.25 + Superannuation
- Brisbane Location
An exciting opportunity has become available to join a sought-after Queensland Government Department, for a Senior Complaints Officer. Based in Brisbane’s CBD in state of the art offices, this role is required to commence ASAP, for a 5 month contract, with possibility of an extension.
The Role:
We are seeking a qualified and experienced Complaints Officer, with current government experience. You will understand and coordinate complaints management, ensuring consistency across complaints, their remedies and outcomes. You will use sound judgment to support the Team Leaders to progress complex correspondence and prepare operational reporting.
The duties of this role include, but are not limited to:
- Understand the Complaints Management Framework. Manage complaints and compliments, taking a risk management approach to complaints and the preparation of complex correspondence. Seek approvals as appropriate.
- Resolve complex debt management matters by undertaking research, interrogating systems, and applying established debt management legislation, policies and procedures to ensure accurate advice and decisions.
- 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 within the business, 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.
- Ability to travel intra-state and interstate (e.g. could include a few nights or up to a week at a time).
APPLICATIONS CLOSE ON TUESDAY 3RD JULY
To apply, please attach a WORD copy of your resume via the link.
If you have recent experience as a Complaints Officer and feel that you meet the above requirements, please contact Helen Chard directly on (07) 3230 0031 for a further confidential discussion, or via email on [email protected]
Please note, due to large volume of applications, only candidates who are shortlisted for this role will be contacted in the interim.