Customer Service- Complaints Officer APS 5

Job Title: Customer Service- Complaints Officer APS 5
Contract Type: Contract
Location: New South Wales
Salary: APS 5 - $45.74 per hour plus super
Start Date: 2019-07-03
Reference: JO-1906-531534
Contact Name: Jessica Abboud
Contact Email:
Job Published: July 03, 2019 15:42

Job Description

Talent International are currently recruiting multiple Complaints Officers to work for a Federal Government department based in Surry Hills, Sydney CBD. There are two positions vacant and both are valid for 12 months with the view to be extended. These roles are classified as APS 5 paying an hourly rate of $45.74 Per hour + superannuation. 

Key Responsibilities:
  • Manage and coordinate complaints received by the Agency including resolving at point of entry, assessing, investigating, recording and referring as required.
  • Supporting the National Complaints Resolution Team and Regional Hubs to provide timely and proactive advice for complaints management across the Agency.
  • Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines.
  • Managing complex and sensitive complaints.
  • Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met
  • Recording complaints in the business System 
  • Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints Resolution team and staff in the regions.
  • Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports for the National Complaints Resolution team.
  • Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
  • Manage and identify systemic complaint themes to improve service delivery.
  • Coordinate, develop and deliver training and on the job support for the business area as required.
  • Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
  • Work closely with other teams and staff across the organisation to ensure information is cascaded, sound business knowledge and consistency of practice across the business area.
  • Assist the National Complaints Resolution Team to manage and resolve day to day operational issues as they arise.
  • Demonstrate flexibility working as part of a virtual team to manage workload peaks.
Essential Experience Required:  
  • Proven experience in managing complex or sensitive complaints including ministerial and executive correspondence and briefs.
  • Strong written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment.
  • Demonstrated ability to build and establish productive relationships with a wide range of internal and external stakeholders.
  • Experience working with people with disability or lived experience of disability would be advantagous 
  • Experience working with the Parliamentary Document Management System.
If you can demonstrate all the above requirements, then please apply now. For further information, you may contact Jessica Abboud on 02 9223 9855 for a confidential

**Please note you must be an Citizen or Permanent resident to be considered for these positions.

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