Senior Complaints Officer Job Description
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**Job Summary:**
We are seeking a Senior Complaints Officer to join our Governance team. This exciting ongoing role will involve managing external complaints made to the Administrative Review Tribunal, assessing and investigating complaints, and liaising with stakeholders. The ideal candidate will have highly developed analytical, investigation and problem-solving skills, as well as the ability to display resilience, professionalism and sensitivity when working through complex material and challenging stakeholder interactions.
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**Key Responsibilities:*
* Assessing and investigating complaints in accordance with ART's legislative framework and jurisdiction;
* Liaising with complainants, representatives, and internal stakeholders to resolve complaints;
* Preparing reports for senior management on complaint trends and issues;
* Mentoring and supervising junior staff in the team;
* Working effectively and cooperatively as a member of a small team;
**Requirements:**
To be successful in this role, you will need:
* A high level of analytical, investigation and problem-solving skills;
* The ability to display resilience, professionalism and sensitivity when working through complex material and challenging stakeholder interactions;
* An in-depth understanding of the ART's legislative framework, jurisdiction and operations;
* Relevant qualifications, training or experience in complaint management;
* Australian Citizenship as a condition of engagement;
* The ability to work effectively and cooperatively as a member of a small team;
**What We Offer:**
As a Senior Complaints Officer with us, you will enjoy:
* A competitive annual salary range of $94,563 - $106,394 p.a.;
* A generous employer superannuation contribution of 15.4%;
* Ongoing professional development opportunities;
* A dynamic and inclusive work environment;
* The opportunity to make a real difference in the lives of others through your work.
**How to Apply:**
If you are a motivated and skilled individual who is passionate about delivering exceptional customer service, please submit your application online via our Career Opportunities page. Please attach a cover letter and a CV that addresses how your experience matches the requirements of the role. Applications close on [date].