APS5 Customer Service & Complaints Officers

Posted 21 June 2022
Salary$44 - $48 per hour
Job type Contract
DisciplineCustomer Service/Call Centre

Job description

Join the team at a Government agency that works to deliver nationally consistent, responsive and effective regulation of service providers. These Brisbane based opportunities are through to 30th October 2022 with view to extension.

The Organisation

This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and wellbeing of people with disability receiving supports or services.
The Role

The APS5 Complaints Handling Officers will be part of a dedicated team that is the first point of call for someone wishing to make a complaint about a NDIS service, support or provider.
Duties will include but not be limited to;
  • Utilise statutory provisions under the relevant legislative frameworks and Acts to request the relevant information necessary to process and prepare complaints documentation to enable the decision maker to make robust decisions within legislated timeframes.
  • Manage and resolve a caseload of routine complaints about the provision of supports and services by NDIS providers, including assessing straightforward complaints and contributing to complaints handling activities.
  • Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles.
  • Support education and training programs in relation to the effective handling of complaints to inform and educate participants, providers, and the general public.
  • Develop and maintain productive working relationships with a range of stakeholders to facilitate the work of the complaints handling function.
  • Actively participate in an environment where learning and information sharing is encouraged.
About You
Our ideal candidate will have a positive contemporary attitude to people with disability and ideally have worked in a similar position within a social service portfolio.
In addition, you will be able to demonstrate the following -
  • Previous experience in a complaint handling environment, managing routine complaints to a high standard.
  • Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
  • Well-developed analytical skills including a capacity to evaluate complaints, identify risks and contribute to solutions.
  • Sound written and oral communication skills.
  • Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.
  • The ability and the confidence to make sound judgements and decisions based on thorough research, problem-solving, and evidence-based practice.
Applicants must:
  • Hold Australian citizenship at time of application.
  • Be willing to undergo an Australian Federal Police check.
  • Be willing and eligible to obtain a security clearance to the level applicable to the position.
Any gaps or periods of time spent overseas for 12 or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance.
If you are interested in this role, please APPLY NOW by clicking the available link.

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.