APS4 Complaints Officer - Chermside QLD

APS4 Complaints Officer

Agency: Australia's largest Federal Government Organisation within the NDIS/disability sector.

Role Snapshot:

As an APS4 Complaints Officer, you will play a crucial role in managing complaints in compliance with legislation, specifically the NDIS Participant Service Charter timeframes. This hybrid role, based in Geelong, VIC, involves engaging with the public, internal teams, and oversight bodies to resolve concerns and address underlying systemic issues.

• Pay Rate: $43.82 per hour + Super
• Work Hours: Full-time
• Location: Chermside QLD
• Vacancies: Multiple

Key Responsibilities (Your Daily Impact):

• Complaint Resolution: Efficiently resolving complaints at the point of entry, or accurately assessing and referring them for appropriate action.
• Stakeholder Coordination: Liaising with relevant stakeholders to acknowledge complaints and gather necessary information.
• Escalation Management: Identifying and escalating complex complaints in strict adherence to established Agency handling processes.
• Administrative Support: Coordinating essential correspondence, briefings, and reporting functions, and maintaining meticulous team records.

What We Are Looking For (Skills and Experience):

• Disability Understanding: A demonstrated positive and contemporary approach towards people with disability, appreciating the impact of disability on individuals.
• Customer Focus & Resilience: Proven experience in a customer-facing environment, effectively managing expectations and delivering high-quality service. The ability to offer empathetic advice on moderately complex matters while maintaining resilience in a fast-paced environment is essential.
• Technical Proficiency: Competence in using CRM systems, databases, and Microsoft Office Suite to track and resolve issues.
• Legislative Aptitude: Experience in, or a strong aptitude for, interpreting and applying legislation within the context of complaint resolution.

Eligibility: Only Australian Citizens are eligible to apply.

Application: Please note the preferred submission date is 17th March. Applications received after this date will still be considered for future opportunities. For a confidential discussion, please email Rashi.Joshi@randstad.com.au