APS4/5 Complaints Officer(s)
- Assess, triage and resolve complaints, escalating complex matters and critical incidents when appropriate.
- Engage with the public, stakeholders and agencies, and maintain accurate records and correspondence.
- Support reporting, risk assessment and timely outcomes in a fast-paced government team.
Job description
We are seeking multiple APS4 and APS5 Complaints Officers to support a high-performing government team dedicated to delivering quality outcomes for the community.
These roles are 6 month assignments and can be based in Richmond, Broadmeadows or Geelong.
In these roles, you will work closely with members of the public, internal stakeholders, external agencies and oversight bodies to manage and resolve complaints, support critical incident processes, and contribute to positive outcomes.
Key Responsibilities
APS4 Complaints Officers
- Assess, record and triage complaints, resolving matters where possible.
- Liaise with stakeholders to gather information and coordinate referrals.
- Escalate complaints in line with established processes.
- Maintain accurate records and support reporting and correspondence activities.
APS5 Complaints Officers
- Manage complex and escalated complaints from assessment through to resolution.
- Engage professionally with participants, representatives and internal teams via phone and written correspondence.
- Maintain accurate records and meet strict deadlines.
- Monitor and assess critical incidents, identify risks and support appropriate escalation pathways.
- Prepare reports, liaise with stakeholders and contribute to the team's strategic objectives.
To be considered you will demonstrate
- Strong communication and stakeholder engagement skills.
- Excellent attention to detail and record-keeping abilities.
- The ability to manage sensitive and sometimes challenging matters professionally and empathetically.
- Experience working in complaints, customer service, administration, case management, investigations or a similar environment
As these roles are with a Federal Government Agency, applicants are required to be Australian Citizens.
If you're passionate about delivering positive outcomes and thrive in a fast-paced environment, we'd love to hear from you. Apply today!
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Skills
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