Job Overview
The APS4 Complaints Officer position involves supporting the coordination of complaints received by a Federal Government Agency. Key responsibilities include resolving complaints at point of entry, assessing and recording issues, and referring them as required.
This role requires effective communication with stakeholders to confirm receipt of referred complaints and gather information. It also entails escalating complaints in accordance with established complaint handling processes.
Additionally, the successful candidate will contribute to accurate and current record keeping activities and coordinate correspondence, briefing, and reporting functions to the branch as needed.
Key Responsibilities:
* Confirming receipt of referred complaints with relevant stakeholders and gathering necessary information.
* Escalating complaints in line with agency procedures.
* Maintaining accurate and up-to-date team records.
* Coordinating correspondence, briefings, and reporting tasks for the branch.
Requirements:
* Proficiency in MS Office applications including Excel, Word, Outlook, and Teams.
* Ability to escalate matters as required.
* Sound decision-making skills.
* Proven ability to multitask and prioritize tasks effectively.
* Administrative experience in fast-paced environments.
* Australian citizenship.