Job description
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 both APS4 and APS5 level.
Responsibilities:
To apply
As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.
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.
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 both APS4 and APS5 level.
Responsibilities:
- Handle complaints and incidents, ensuring timely resolution and appropriate referrals.
- Manage escalated complaints, meeting strict deadlines with professionalism.
- Craft high-quality written correspondence, including formal responses for the Minister.
- Coordinate correspondence, briefing, and reporting functions for the Complaints Team.
- Support the team in addressing day-to-day operational challenges and achieving strategic objectives.
- Proven experience in managing complaints and participant incidents, ideally in a government or similar setting.
- Strong understanding of relevant legislation, policies, and procedures guiding complaint management.
- Excellent communication skills, both written and verbal, with a knack for engaging stakeholders.
- Ability to work autonomously and collaboratively in a fast-paced environment.
- Meticulous attention to detail and exceptional organizational skills.
- Tertiary qualifications in a relevant field are a plus
To apply
As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.
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.
