APS5 Complaints Officer

Opportunity
Great 12 month hourly rate contract opportunities based in Broadmeadows or Geelong, APS5 level paying $55.24 per hour + Super.

This is your opportunity to improve Australia’s largest healthcare reform since Medicare and protect our most vulnerable.

Roles
Multiple Complaints Handling Officers at APS5 level working in a small, growing team. Your duties will include:

Support the implementation, operation, and monitoring of complaints escalated from a Federal Agency
Manage a caseload of complaints and incidents reported
Engage with customers to respond to incidents and work with the Assistant Director to manage and escalate where required
Identify trends and reports on incidents
Support customers by educating them about the complaints and incidents handling function and mission
Acquire all information necessary to process complaints
Monitor incoming complaints and status to ensure high-risk complaints are escalated

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
Due to Client requirements you must be an Australian Citizen to apply

Apply
For more information please email Samuel.beckett@talentinternational.com.