Complaint Resolution Specialist
Job Description:
The National Student Ombudsman (NSO) provides an independent and impartial mechanism for students to escalate complaints about the actions of their higher education provider. The NSO employs a trauma-informed approach to complaint handling, considering a broad range of issues that impact students, including student safety and wellbeing.
Key Responsibilities:
* Engage with students in writing, face-to-face, and by telephone to register, assess, and analyse complaints and enquiries.
* Engage with higher education providers to progress cases to resolution, exercising delegated legislative powers as necessary.
* Manage a diverse caseload of simple, complex, and sensitive complaints to deliver efficient and effective outcomes.
* Respond to and resolve complex or sensitive enquiries by providing specific program, service, or policy information to complainants.
Requirements:
The successful candidate must be an Australian citizen at the time of applying, undergo a National Criminal History records check, and obtain and maintain a security clearance appropriate to the position offered.
About Us:
The Office of the Commonwealth Ombudsman aims to provide assurance that government entities act with integrity and treat people fairly. We achieve this through handling complaints, conducting investigations, and encouraging good administration.
Why Work With Us?
This role offers a unique opportunity to work in a dynamic and supportive team, contributing to the delivery of high-quality services to students and higher education providers.