aps5 complaints officer.

As a complaint officer in Complaints Branch you will:

• manage a caseload of complaints
• make timely decisions to progress or close complaints as a delegated decision-maker
• communicate effectively with internal and external stakeholders, both verbally and in writing
• regularly engage with members of the public by phone, email and face to face
• identify and escalate emerging issues, trends and systemic issues
• work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training and mentoring team members as required
• contribute to the performance of the Complaints Branch and the Office in a collaborative and inclusive manner
• represent the Office with integrity and professionalism
• undertake administrative and project tasks as required.

Successful candidate attributes:

• excellent research and critical analysis skills
• the ability to communicate complex information both verbally and writing to a diverse range of audiences
• the ability to apply judgement, discretion and common-sense to their engagement with stakeholders and decision-making
• work effectively and efficiently to achieve results.

The following education, experience (or relevant transferrable skills) would be beneficial, but not essential:

• experience in complaint handling, investigations or regulation (such as application assessment, compliance monitoring, audit or enforcement).

Candidates MUST be an Australian Citizen to apply.
A current Baseline Security Clearance is preferred but not madatory.

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.