Job Title: Assistant Director, Complaints
Description:
The role of Assistant Director, Complaints is a critical leadership position within the Intake and Complaints Resolution Group (ICRG). The successful candidate will be responsible for providing direction and guidance to Complaints Officers, exercising delegations in the resolution of complaints under the Aged Care Quality and Safety Commission Act 2018, and monitoring quality assurance and performance of the team.
Key Responsibilities:
* Provide strong leadership and management skills to build the capacity of staff to undertake their roles efficiently and professionally.
* Make delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislation.
* Ensure the Complaints teams operate within the Commission's guidelines and operating procedures.
* Work constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behaviors.
* Identify and respond appropriately to risk.
* Manage high volumes of work considering risk, agreed priorities, and KPIs.
* Actively contribute to the Commission's strategic directions and achievements against our corporate priorities.
* Foster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR, and procurement processes.
* Prepare briefings and reports for senior management of the team's performance.
* Work collaboratively with colleagues within the ICRG and across the Commission to implement the organisation's priorities and support development of an integrated end-to-end regulatory model.