Overview of the Team
The Complaints Management Coordination team is tasked with establishing and leading a coordinated complaints management model at Comcare. The team oversees and coordinates the implementation of comprehensive complaints management review recommendations. The team collaborates with diverse business areas to improve the way complaints are managed at Comcare and works to streamline complaint processes, improve complaints resolution and timeliness, and ensure that the complaints information contributes to continuous improvement across the organisation.
Overview of the Role
The Assistant Director, Complaints Management Coordination works closely with the Director, Complaints Management Coordination and across the business to implement the complaints management review recommendations. The Assistant Director leads the triage and coordination of responses to complex, multi-faceted complaints, preparation of reporting on complaints for the CEO, Executive and assists with the preparation of other complaint related reports and briefs as required.
The Assistant Director will also work collaboratively to develop and implement an enterprise-wide quality assurance framework for complaint management.
Mandatory Qualifications and Experience
* Demonstrated experience leading complaint or dispute resolution functions or teams
* Demonstrated understanding of best practice in complaints management or dispute resolution
Eligibility and Specific Conditions of Employment
* Australian citizenship
* Character clearance (Australian Criminal History Check)
* Employee Health Declaration
* Six months probationary period for recent engagements
* Ability to obtain and maintain a Baseline Security Clearance
* Some intra and interstate travel may be required on occasion, including overnight absences
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