Complaints Handler/Investigations - APS level 4

Summary about this job

Detail information about job Complaints Handler/Investigations - APS level 4. Terms and conditions vacancy

About the role

Based in Sydney CBD - close to Town Hall Station, you will become involved in this newly created team where you will be provided with great scope to develop your skills and experience. As an Investigations Officer you will be part of a team assessing and investigating complaints. In this role you will be dealing with individuals predominantly over the phone or in writing; employing accurate data entry skills and effective communication skills whilst managing a caseload of complaints. You will work under the supervision of a senior staff member as well as be provided 1:1 coaching. These roles are at the APS4 level and will be engaged for an initial six month period.

Duties

• Research and analyse complaints, and make determinations on whether to investigate in accordance with legislative provisions.
• Investigate and resolve complaints with a focus on effective negotiation.
• Provide clear and accurate advice, written and orally, about complaints to complainants, external organisations, and the team.
• Effectively communicate with people from diverse backgrounds and manage unreasonable complainant conduct.
• Manage own caseload and work responsibilities including accurate data entry and record keeping, and managing cases within predetermined timeframes.
• Work cooperatively and collaboratively as a team member; sharing information, assisting with quality assurance activities, identifying opportunities for improvement and participation in corporate activities.

Skills and experience

To be successful in this role, you will be able to demonstrate:

• Excellent written and oral communication skills.
• Accurate data entry skills.
• Engage and build relationships with stakeholders Ability to analyse information and look at problems from all angles when providing recommendations.
• Work independently and manage cases within predetermined timeframes.
• System savvy able to pick up new system quickly.

Ideally you will have

• High level customer service including complaints handling experience
• Prior experience in the education sector and/or government with some exposure to legislation or procedural fairness
• Able to identify and drive innovation, identifying improved ways of doing things.
• Team Player attitude
• As this is a federal government role you will need to be an Australian citizen or permanent resident

Desirable but not essential

• Tertiary qualifications in a related discipline or qualifications in Investigations.
• Case Management experience

Culture

You will be well looked after in this supportive team environment. It is a happy and collaborative team with an emphasis on open communication. They recognise flexible work practices and will provide on-the-job training and coaching. You will not be jumping into the deep end.

How to apply

Please forward your CV by hitting apply now or call Denise or Serina on 9200 3670 to learn more.

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