Job description
We are seeking an experienced Complaints Officer to join a team within a Federal Government Agency based in Broadmeadows. This role will be APS4 equivalent on a full time temporary 12-month assignment.
The Role:
The Complaints Officer works within the internal reviews and complaints area of the agency, being the central point of coordination and resolution of reviews and complaints. The opportunity works with considerable level of contact with internal and external stakeholders, providing support, advise and resolution to moderately complex enquiries.
Responsibilities include:
About You:
To Apply:
As this role is within the Federal Government, applicants are required to hold Australian Citizenship.
If you are interested in this role, please APPLY NOW or call DFP on 8632 9900 for more information.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.
The Role:
The Complaints Officer works within the internal reviews and complaints area of the agency, being the central point of coordination and resolution of reviews and complaints. The opportunity works with considerable level of contact with internal and external stakeholders, providing support, advise and resolution to moderately complex enquiries.
Responsibilities include:
- Supporting the coordination of complaints received by the agency including resolving at point of entry, assessing, recording, and referring as required.
- Contacting relevant stakeholders to confirm receipt of referred complaints and gather information.
- Escalating complaints in accordance with established complaint handling processes.
- Contributing to record keeping activities to ensure team records are accurate and current.
- Coordinating correspondence, briefing, and reporting functions to the branch as needed.
- Demonstrate accountability for workload of requests
About You:
- You will be able to work successfully as a member of a team while showing initiative and working independently when required.
- You will have strong written and oral communication skills and strong interpersonal skills.
- You will possess effective problem-solving skills and the ability to empathise and remain calm in a stressful or ambiguous situation.
- Excellent interpersonal skills
- Organisation skills
- A high attention to detail
- Having a strong interest or previous experience with the Disability Sector would be an advantage
To Apply:
As this role is within the Federal Government, applicants are required to hold Australian Citizenship.
If you are interested in this role, please APPLY NOW or call DFP on 8632 9900 for more information.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.