About the Team The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the NDIA Service Charter. The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies. About the Role The APS5 Complaints Officer is accountable under limited supervision to undertake moderately complex to complex work. Legislation, policies, procedures, standards, methodologies and precedents guide the position. Responsibilities of the role include but are not limited to: * 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. * Coordinating 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. Key skills required for role * Previous experience in a high-volume complaint and/or customer service role with the ability to consistently achieve output expectations and manage caseload timeliness. * Strong communication skills, Participant/Complainants phone contact is mandatory. Strong writing skills are also required. * Either previous NDIA experience or have to ability to quickly learn about the Agency's systems and functions. Interested Please click "Apply" and upload a copy of your most recent CV. For addtional information please contact Ash from Randstad on [email protected] Please click here to apply.
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