- 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.
- 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.
- Working a MP Office, Parl Min Branch within Government
- Previous experience in a complaints or compliance role
- Resilient, flexible, organized, attention to detail, empathetic, high analytical skills, proficient in word and Excel, ability to work proactively, ability to work autonomously and as part of a team. Ability to manage a high caseload of work, meet deadlines and prioritize work in line with risk and complaint due dates.
- Participant/Complaints Phone contact is mandatory for this role.
APS6 & APS5 Ministerial and Parliamentary Complaints Officers - Canberra, Australia - Chandler Macleod
Description
Our client is seeking to engage APS5 & APS6 Ministerial and Parliamentary Complaints Officers.
Location: Canberra, ACT
Contract Length: 12 months
Pay rate: APS6 -$60.26/Hourly (excluding super)
APS5 - $55.24/Hourly (excluding super)
Eligibility/Security Requirement:Australian Citizenship
APS5 Complaints Officers
Responsibilities of the role include but are not limited to:
APS6 Complaints Officers
Responsibilities of the role include but are not limited to:
Key skills required for role:
If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on for further discussion.
Please Note – The due date for this submission is 15/05/2024.
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at