Ministerial Complaints Officer

The opportunity

Our client is a community focused Federal Government Agency. They have an exciting opportunity available for multiple APS 5 & 6 Ministerial Complaints Officers to join the Internal Reviews Team in ensuring the resolution of complaints are completed in a timely manner and in accordance with the Agency’s policies and procedures.

APS6 Labour Hire hourly rate contract spanning an initial 12 months with the strong possibility of extension. Hourly rate on offer is $60.26 + Super.

APS5 Labour Hire hourly rate contract also spanning 12 months, offering $55.24 + Super hourly.

Both roles to be based out of our client’s Broadmeadows or Geelong location.

This contract will be within a hybrid environment, with 2 days working from home, and expected 37.5-hour weeks.

About the role

The APS 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.

APS5 Responsibilities:

• Supporting the coordination of complaints received by the Agency including resolving at point of entry, assessing, recording and referring as required.
• Contacting relevant stakeholders to confirm receipt of referred complaints and gather information.
• Escalating complaints in accordance with established Agency complaint handling processes.
• Contributing to record keeping activities to ensure team records are accurate and current.
• Coordinating correspondence, briefing and reporting functions to the branch as needed.

APS6 Responsibilities:

• 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.

About you

• Experience within a dispute resolution environment
• Ability and comfortableness with picking up the phone and engaging with stakeholders
• Prior experience within a ministerial environment highly advantageous
• Disability or community service experience favorable
• Moderate MS Word & Excel

Please note that successful applicants will need to provide proof of Australian Citizenship

APPLY

Submit your resume, or for further information please contact Liam.Lasslett@talentinternational.com