APS6 Complaints Officer

  • Australia
  • New South Wales
  • Contract
  • Up to AU$60.26 per hour

Talent International is currently recruiting for an APS6 Complaints Officer 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 $60.26/hour + Super.

7.6 hours per day and 38 hours per week

The APS6 Complaints Officer is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies and precedents.

The position is a team leadership position within the client and will have delegated authority and responsibility to resolve issues and risks across a range of activities. The role is required to provide leadership, control, planning, resource management, performance management and decision making for the Team Membership within the work area.

Responsibilities of the role include but are not limited to:

  • Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
  • Leading and supporting team members to effectively manage complaints within expected timeframes.
  • 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.
  • Managing 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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