APS5 Service Recovery Officer

Posted 27 October 2023
Salary$83213 per annum, Benefits: Salary + 15.4%
Job type Contract
DisciplineGovernment Federal

Job description

DFP Recruitment are currently supporting a medium to large federal government agency in sourcing multiple APS5 Redress Officers for the Service Recovery Team for a national program. The positions available are full time and the contract offers an annual salary until May 2024 with the possibility of a 12 month extension, which includes paid leave and 15.4% superannuation.
You will work in a supportive environment, where employee well-being is prioritised with access to a range of support services.

There are two different areas for these roles, the details are as follows:

One of the roles will be working with beneficiaries for deceased applicants and applicants who have been diagnosed with a terminal illness. The other one will support some complaint call management including conducting feedback and enquiry calls .
  • Make and receive calls to applicants and their nominees, as a case coordinator function and including to resolve applicant or nominee issues and refer these to appropriate channels when necessary 
  • Conduct detailed research and prepare complex requests for information (preparing relevant information to assist in responding in complaints, feedback and enquiries
  • Document application information in Case Manager, keeping accurate and comprehensive records, sharing this information with relevant internal stakeholders
  • Prepare correspondence and reports including emails and letters on routine and more complex matters. 
  • Perform various administrative tasks as required to support the team. (group mailboxes, Task Cards)
  • Undertake a Quality Assurance role by monitoring and ensuring service standards are met by the Service Recovery team
  • Document application information in Case Manager, keeping accurate and comprehensive records. 
Applicants are required to hold an Australian Citizenship at time of application and hold a Baseline security clearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance. This is an office based, full time role.
If you are interested in this role, please APPLY NOW or call Jane Rippingale at DFP Recruitment on (02) 6162 7333 or email jrippingale@dfp.com.au

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.