APS6 Complaints Officer

APS6 Complaints Officer

Chandler Macleod | canberra, ACT, AU

Posted a month ago

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As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS6 Complaints Officer on a contract for 12 months.

About the role:

The APS6 Complaints Officer is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies, and precedents.

The position is a team leadership position within the agency and will have delegated authority and responsibility to resolve issues and risks across a range of activities. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership within the positions assigned Work Area.

Responsibilities may include but are not limited to:

  • Developing guidance materials and support processes to assist team members and other Agency business areas in dealing with complaints.
  • Leading and supporting team members to effectively manage complaints within expected timeframes.
  • Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
  • Managing escalated complaints and ensuring strict deadlines are met.
  • Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
  • Managing correspondence, briefing and reporting functions for the Complaints Team.
  • Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch's strategic objectives.
  • Mandatory Requirements:

  • Applicants must be Australian Citizens