APS5 Complaints Officer

Opportunity

Great full time hourly rate contract opportunities for an initial 12 months, paying $43.82 + Super & $55.24 + Super with the option to extend based in either Broadmeadows or Geelong. This is your opportunity to improve Australia’s largest healthcare reform since Medicare and protect our most vulnerable.

Multiple positions at both APS4 and APS5 level.

Your duties will include:

• Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
• Managing escalated complaints and ensuring strict deadlines are met.
• 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.
• Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

Requirements

• Australian Citizenship is mandatory
• Ability to pass Australian federal background checks
• Background and experience in a complaints handling role (phone based) within a complex corporate (eg telco, utilities, insurance) or government department
• Excellent communication skills and ability to build rapport
• Ability to juggle multiple cases with strong time management
• High attention to detail to record accurate information within case management system
• Proactive approach and inquisitive nature – ability to ask the right questions to extract information
• High degree of empathy and compassion for individuals from diverse backgrounds