Our Federal Government client is currently seeking an experienced Complaints Officer to join their team at the APS6 level. Utilising your exceptional communication and decision-making skills you will lead and support the complaints team in assessing, recording, resolving, and referring on a case-by-case basis.

Duties will include but not limited to:

• Developing guidance materials and support processes to assist team members and other business areas in dealing with complaints.
• Leading and supporting team members to effectively manage complaints within expected timeframes.
• Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
• Managing escalated complaints and ensuring strict deadlines are met.
• Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
• Managing correspondence, briefing and reporting functions for the Complaints Team.
• Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch's strategic objectives.

To be considered you will have

• High level internal and external stakeholder engagement skills
• Excellent communication skills written and verbal, ideally experience in preparing ministerial briefings
• Developed conflict resolution skills
• Proficient in the use of Microsoft office programs
• Previous experience with client records management system (CRM) favourable but not essential

If this sounds like the role for you please apply now and for further information please contact Tom Pedersen at tom.pedersen@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.