Complaints Officer, APS4 – Hybrid, Newcastle

Hoban Recruitment; Newcastle; Hybride; AUD 50 000 - 71 000; Plein temps

Avantages offerts par ce poste

Competitive pay: $43.82/hr at APS4

12% superannuation

ASAP start date

37.5 hours per week

Hybrid work arrangements

Newcastle-based position

Opportunities in government operations

Résumé du poste

HOBAN Recruitment is seeking an experienced APS4 level Complaints Officer to join a high-performing Federal Government team based in Newcastle, NSW. The role focuses on coordinating and resolving complaints, engaging with stakeholders, and ensuring matters align with legislative requirements.

As an APS4 Complaints Officer, you will investigate matters, provide information, and facilitate timely outcomes in a fast-paced environment.

Qualifications

• Experience managing customer concerns, complaints or enquiries in a professional environment.
• Ability to work autonomously, prioritise competing tasks and meet deadlines.
• High levels of integrity, professionalism and attention to detail.
• Resilience and emotional intelligence when dealing with sensitive or potentially distressing information.
• Experience maintaining accurate records and working within established processes.
• Confidence using Microsoft Office applications and case management, CRM or database systems.
• Ability to interpret and apply policies, procedures or legislation.

Responsabilités

• Coordinating and resolving complaints, including assessment, recording, referral and resolution activities.
• Liaising with stakeholders to gather information and confirm receipt of referred complaints.
• Escalating matters in accordance with established complaint handling procedures.
• Maintaining accurate records and contributing to effective case management processes.
• Assisting with correspondence, briefing materials and reporting activities.
• Managing confidential and sensitive information with discretion and professionalism.
• Working within legislative frameworks, policies and service standards to achieve quality outcomes.

Connaissances

Strong communication

Interpersonal skills

Autonomy

Prioritising tasks

Integrity

Attention to detail

Resilience

Emotional intelligence

Outils

Microsoft Office

CRM system

Description du poste

HOBAN Recruitment is seeking an experienced APS4 level Complaints Officer to join a high-performing Federal Government team based in Newcastle, NSW. The role focuses on coordinating and resolving complaints, engaging with stakeholders, and ensuring matters align with legislative requirements.

As an APS4 Complaints Officer, you will investigate matters, provide information, and facilitate timely outcomes in a fast-paced environment.