The National Complaints Resolution and Review Branch (NCRRB) is the central point of coordination for the Agency complaints handling processes, feedback handling process and resolution of escalated complaints. The team has responsibility for the resolution of escalated complaints and issues management from a range of sources. The NCRRB works directly with internal staff and external agencies and oversight bodies to manage and resolve complaints.
As a Senior Complaints Officer, you will be responsible for implement the Complaints Resolution Framework and coordinate the management of NDIA complaints and feedback. The role will require you to work successfully as a senior member of a virtual team.
- Quickly and effectively identify issues, causes and impacts.
- Work with Service delivery teams to develop and implement effective complaint resolutions.
- Lead change and deal with uncertainty in a positive and flexible manner; share information with others and assist them to adapt.
- Build and manage collaborative and strategic relationships and work closely with internal and external stakeholders.
- Work closely with other teams across the organisation to ensure sound business knowledge and consistency of practice across the business areas.
- Prepare high level advice including letters, briefs and reports. These include both regular and adhoc reports for the Minister, Executive Management Group, NDIA Board, IAC and Regional Managers.
- Develop structured, detailed, relevant and informative reporting on complaints trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
- Work with other sections within the National Office and leadership teams within the regions to achieve the Branch's strategic direction.
- Support the coordination of complaints received by the the organisation including resolving at point of entry, assessing, recording and referring as required.
- Manage escalated complaints as necessary and ensuring strict deadlines are met;
- Produce high level written correspondence for a range of audiences;
- Develop guidance and support on processes, deadlines and responsibilities supporting the NCRRB and staff in the regions.
- Coordinate correspondence, briefing and reporting functions for the NCRRB.
- Support the NCRRB network to resolve day to day operational issues as they arise.
- You will require strong investigative skills and excellent written and oral communication skills.
- You will have an ability to empathise and have strong interpersonal skills.
- Effective problem solving skills are required as well as the ability to manage complex and difficult issues and conversations.
- Demonstrated experience in managing a virtual service delivery team across clinical, complaints or an advisory support team
- Demonstrated experience in writing clear and concise resource materials to a high standard
- Experience working with the Parliamentary Document Management System
- Experience working in government in policy, program management or service delivery context