Your new company

Hays is the preferred supplier choice of Federal, State and Local Government organisations as well as leading employers in Health, Technology, Insurance, Education and Utilities across Geelong. I am partnered with a Federal Government Agency, in the heart of Geelong to recruit an APS6 Complaints Officer for a 12-month, full-time temporary assignment with the potential to extend.

Your new role

As the APS6 Complaints Officer, you will work from both the Geelong National Head Office and from the comfort of your own home. The APS6 Complaints Officer will have a high level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.

Responsibilities may include but are 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

What you'll need to succeed

To succeed as the APS6 Complaints Officer, you will need:

• Excellent communication skills, both written and verbal
• Demonstrated experience working autonomously
• Demonstrated experience analysing and interpreting information
• IT proficiency, especially MS Office and Customer Record Management (CRM's)
• Experience in case management, complaint handling or customer relation roles is ideal
• Experience in high volume complaint and/or customer service role
• Experience having difficult conversations and managing expectations
• Government experience is desired
• Australian Citizenship

What you'll get in return

Through Hays, this role offers you an hourly rate of $60.26 + super, an opportunity to progress your career with this Federal Government Agency, WFH flexibility and:

• Weekly pay cycles
• Nominated choice of superannuation fund
• Online time sheet submission and approval
• No hidden costs or payroll deductions for our services
• No invoicing required for Pty Ltd holders
• Regular contact with consultants throughout the duration of your assignment

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV
Rebecca Hillbrick - Senior Recruitment Consultant
E: rebecca.hillbrick@hays.com.au

LHS 297508