Complaints Officer - Brisbane, Australia - HOBAN Recruitment

HOBAN Recruitment

Verified Company

Brisbane, Australia

5 days ago

Posted by:

Olivia Brown

beBee Recruiter

Description

HOBAN Recruitment are currently sourcing an experienced Complaints Officer (APS5 Equivalent) to work with our client, an independent statutory agency responsible for supporting Australians with disabilities and their families.

Join our team and make a difference in the lives of thousands of Australians.

Location: Chermside, QLD
Duration: Up to 12 months, temporary assignment, with the possibility of extension, pending business requirements
Salary: $55+ per hour plus superannuation

Role Details

As an Experienced Complaints Officer, you will be a part of the Internal Reviews and Complaints Branch, which serves as the central point of coordination for the agency's handling and resolution of internal reviews and complaints.

Your role will involve managing complaints and participant incidents, ensuring timely resolution, and providing support to complainants and their representatives.

Additionally, you will be responsible for producing high-quality written correspondence, coordinating correspondence and reporting functions, and supporting the Complaints Team in achieving strategic objectives.

Key Responsibilities

Manage complaints and participant incidents, including assessment, recording, resolution, referral, and followup as required.
Effectively communicate (verbal and written) with complainants and their representatives, ensuring service recovery and maintaining a high level of resilience and empathy.
Maintain an allocated caseload of complaints and ensure effective management and resolution.
Produce highquality written correspondence for various audiences, including formal responses for the Minister.
Coordinate correspondence, briefing, and reporting functions for the Complaints Team.
Support the Complaints Team in resolving daytoday operational issues and contribute to the achievement of the branch's strategic objectives.

Key Requirements
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Must be an Australian Citizen:

Proven experience in managing complaints and participant incidents within a similar role.
Excellent communication skills, both verbal and written, with the ability to engage and empathize with complainants.
Strong organizational skills and the ability to effectively manage and prioritize a caseload of complaints.
Ability to produce highquality written correspondence and reports for diverse audiences.
Proficiency in coordinating correspondence, briefing, and reporting functions.
Resilience and ability to handle escalated complaints with professionalism and empathy.
Familiarity with the NDIA Service Charter and its complaint resolution guidelines would be advantageous.

If you are an experienced Complaints Officer with a passion for making a difference in the lives of individuals with disabilities, we would love to hear from you.

Please submit your resume and a cover letter outlining your relevant experience.