APS4/5/6 Complaints Officer

Posted 04 July 2024
Salary$43.82 - $60.26 per hour
Job type Contract
DisciplineAged CareGovernment Federal

Job description

  • Federal Government opportunities in Charlestown
  • 12-month contract with possible extension
  • APS4 - $43.82 per hour + super
  • APS5 - $55.24 per hour + super
  • APS6 - $60.26 per hour + super
  • Hybrid work arrangement
The Role:

As a Complaints Officer, you'll be a vital part of the team, responsible for managing complaints and incidents. Your role will involve assessing, recording, and resolving complaints while adhering to legislative requirements and organizational standards. We are recruiting roles at APS4, APS5 and APS6 levels. 
Responsibilities may include but are not limited to:
  • Complaints Management: Assess, record, resolve, and appropriately refer complaints. APS5 and APS6 officers handle escalated complaints and ensure timely resolutions.
  • Stakeholder Engagement: Engage with internal and external stakeholders to provide advice and resolve complex enquiries, ensuring effective communication and stakeholder satisfaction.
  • Written Correspondence and Reporting: Produce high-quality written correspondence, including formal responses for decision-makers. Coordinate correspondence, briefing, and reporting functions to ensure accurate information dissemination.
  • Support and Coordination: APS4 officers focus on coordinating complaints and resolving issues at entry points. APS5 and APS6 officers assist in operational management and contribute to achieving strategic objectives.
 The successful candidate will be able to demonstrate the following:
  • Skills: Must demonstrate resilience, flexibility, efficiency, organization, attention to detail, empathy, and strong analytical skills. Proficiency in Microsoft Suite products is essential.
  • Competencies: Ability to manage competing priorities effectively and handle sensitive content related to abuse, harm, and neglect, particularly concerning people with disabilities.
  • Experience: Preferably experienced in high-volume complaint handling functions and disability-related fields. Experience in managing difficult conversations, conflict resolution, and meeting stakeholder expectations is highly valued.
 To Apply:
In order to be considered applicants are required to hold an Australian Citizenship.
If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Leonnie on 02 9200 3684 or lsmith@dfp.com.au for more information.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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.
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