Job description
We are seeking experienced APS5 Customer Service Officer - Complaints to join a Federal Government Agency based in Chermside & Ipswich on a temporary assignment through to 31st December with view to extension.
The Role
The position will support the Complaints Resolution Team with the resolution of individual complaints and will work directly with participants, providers, internal stakeholders and external agencies.
Responsibilities
As a Complaints Officer, you will be required to:
The Complaints Officer will have the following attributes:
If you are interested in this role, please APPLY NOW through the available link. Interviews will commence immediately.
#scr-casandra-hogan
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
The Role
The position will support the Complaints Resolution Team with the resolution of individual complaints and will work directly with participants, providers, internal stakeholders and external agencies.
Responsibilities
As a Complaints Officer, you will be required to:
- Manage complaints and incidents, including assessing, recording, resolving and referring as required
- Manage escalated complaints and ensuring strict deadlines are met
- Produce quality written correspondence for a range of audiences, including formal responses for the Minister
- Coordinate correspondence, briefing and reporting for the Complaints Team
- Support to resolve day to day operations issues
The Complaints Officer will have the following attributes:
- Experience in complaints handling; within a government setting is highly desirable but not essential
- Strong investigative skills
- Excellent oral and written communication skills with well-developed interpersonal skills
- The ability to work calmly when presented with ambiguous circumstances that may present with sensitive or highly emotive complainants.
- Effective problem solving skills and the ability to manage complex and difficult conversations
- The ability to remain objective when investigating a complaint
- Knowledge of human services or disability support will be highly regarded
- The ability to be flexible and responsive to competing demands.
- Be offered 37.5 hours per week, Monday to Friday
- Hybrid flexibility up to 2 days WFH per week following training
- Hourly rates of $55.24 + super apply
If you are interested in this role, please APPLY NOW through the available link. Interviews will commence immediately.
#scr-casandra-hogan
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
