APS4 Dispute Resolution Officer

Posted 07 June 2022
LocationSydney CBD
Job type Full time
DisciplineGovernment Federal, Government

Job description

  • Opportunity for an APS4 or APS5
  • Sydney CBD location
  • Fantastic opportunity in a Federal Government Position
We have an exciting opportunity to immediately join a Federal Government Department working as an APS4/ APS5 Dispute Resolution Officer.
Our client ensures that the Australian Federal Government administrative actions are fair and accountable by handling complaints, conducting investigations, performing audits and inspections, encouraging good administration and discharging specialist oversight tasks.

The Role and Responsibilities

Working as a Complaints Resolution Officer you will work play an important role within the wider organisation that involves managing the direct intake of complaints and focussing on a timely and reasonable outcome for complainants and providers.

You responsibilities are but not limited to:

  • Receive and case-manage complaints from members of the public, including difficult complaints
  • Communicating effectively with people from a wide range of cultural and social backgrounds, both orally and in writing to ensure the efficient and accurate recording of information
  • Assess and categorise complaints under a formal framework, obtaining further information as required and determining the next steps in the process
  • Prepare draft recommendations, including considered, accurate and reasoned statements of reasons
  • Develop and maintain strong relationships with team members and other stakeholders
  • Manage responsibilities and workload in a timely and efficient manner
About You
  • A commitment to provide high quality customer service
  • Resilience and ability to manage unreasonable complainant conduct
  • Experience in a similar role, in particular involving frontline public contact, mostly by phone
  • Sound written and verbal communication skills with the ability to clearly explain complex information
  • Excellent time-management skills and the ability to prioritise and manage a caseload
  • Support the needs of the team by taking a flexible and adaptable approach to changing work priorities
If this sounds like you please click Apply Now and upload your most recent CV or contact Ankita for more information on 02 9200 3683.

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.