Are you passionate about working collaboratively and making a positive impact on the lives of people with disabilities? Join the dynamic team with our client as an APS5 equivalent Ministerial & Parliamentary Referrals and Complaints Officers.
- APS5 equivalent $55+ p/h + super
- Located in Chermside, Queensland
- Up to 12 months with potential to extend, pending business and performance requirements.
**About the Team**
Join the Internal Reviews and Complaints Branch, the central point of coordination for handling and resolving reviews and complaints within our organisation. Working collaboratively with participants, providers, internal staff, and external agencies, our branch is dedicated to managing and resolving reviews and complaints in line with our service standards.
**About the Role**
As an APS5 Complaints Officer, you will play a crucial role within our team, undertaking moderately complex to complex work under limited supervision. You will utilise legislation, policies, procedures, and precedents to guide your activities, contributing to the objectives of our organisation. You will engage with internal and external stakeholders, providing advice and assistance to resolve a range of moderately complex to complex enquiries.
- _ Complaint Management:_ Manage complaints and participant incidents, including assessment, recording, resolution, and referral as necessary.
- _ Escalation Management:_ Handle escalated complaints, ensuring strict deadlines are met.
- _ Correspondence Production:_ Produce high-quality written correspondence for various audiences, including formal responses for the Minister.
- _ Coordination:_ Coordinate correspondence, briefing, and reporting functions for the Complaints Team.
- _ Operational Support:_ Support the Complaints Team in resolving day-to-day operational issues and contribute to achieving strategic objectives of the branch.
**About you**
To thrive in this role, you need:
- Previous experience in complaint management or a related field is highly desirable.
- Strong analytical and problem-solving skills, with the ability to undertake technical research and analysis.
- Excellent written and verbal communication skills, with the ability to tailor communication to different audiences.
- Ability to work collaboratively within a team and independently when required.
- Experience in producing high-quality written correspondence and reports.
- Be able to pass and hold a national police check and worker screening check.
- Must be an **Australian Citizen.