APS5 Complaints Officer

  • Australia
  • New South Wales
  • Contract
  • Up to AU$55.24 per hour

Talent International is currently recruiting for an APS5 Complaints Officer x 16 to work for one of our Federal Government clients based in Charlestown. The position is 12-month contract role with the possibility of extension. The role is paying $55.24/hour + Super.

7.6 hours per day and 38 hours per week

The APS5 Complaints Officer is accountable under limited supervision to undertake moderately complex to complex work. Legislation, policies, procedures, standards, methodologies and precedents guide the position.

The position will be required to undertake technical, research, policy and analysis activities and tasks using available information where options are not always evident. It will be required to perform procedural, clerical, administrative and operational tasks that supports and contributes to client’s objectives.

The APS5 Complaints Officer will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.

Responsibilities of the role include but are not limited to:

  • 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.

(NOTE: the key responsibilities of the role are based on current priorities and may change over time)

Key skills required for role

  • Resilience, flexible, efficient, organised, detail orientated, empathetic, high analytical skills, proficient in Microsoft Suite products.
  • Ability to manage competing priorities.
  • Ability to manage work that may include sensitive content, including abuse, harm, and neglect of people with a disability.

Desirable skills to have for the role

  • Experience working in an MP Office or within a Parliamentary and Ministerial Branch within the Government.
  • Experience with high-volume Complaint functions.
  • Experience in Disability related fields.
  • Experience in difficult conversation, conflict resolution and managing expectations.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 02 8240 9596 / uvez.ahmed@talentinternational.com for a confidential discussion.

Apply now

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