Complaints Triage & Data Support Officer

Department of Education; Perth; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangements

Generous leave entitlements

Professional development opportunities

Salary packaging

Public transport access

Parking nearby

Job summary

The Department of Education in Western Australia is seeking a Complaints Triage Support Officer for the Standards and Integrity Directorate. This permanent full-time role commences ASAP and focuses on handling complaints, logging and distributing enquiries, and ensuring timely resolution in line with policy.

You will liaise with schools, staff, parents and other stakeholders, collect data for reports, maintain case management records, and provide administrative support across the directorate

Qualifications

• Be Australian or New Zealand citizen, permanent resident or have valid visa with work rights for term of appointment.
• Consent to a Nationally Coordinated Criminal History Check and obtain a current Screening Clearance Number issued by the Department of Education’s Screening Unit before you start.
• Obtain or hold a current Working with Children Check.
• Complete a declaration prior to employment and annually thereafter disclosing any disciplinary findings, criminal charges or convictions, and ongoing conflicts of interest.
• Provide a statement from previous employer(s) with regard to any disciplinary findings

Responsibilities

• Provide technical advice and support to clients regarding the complaints process.
• Manage enquiries and complaints by logging, distributing and resolving in a timely manner, including escalation where appropriate.
• Respond to operational enquiries from schools and stakeholder groups and engage with employees, parents and other stakeholders as needed.
• Research and provide information relating to the management and use of case management systems, ensuring complaints are recorded, allocated, monitored and resolved per policy.
• Collate and input data and prepare reports related to the function of the Directorate.
• Liaise with stakeholders including the Corruption and Crime Commission, WA Police, Teacher Registration Board and Ombudsman of WA.

Job description

The Department of Education in Western Australia is seeking a Complaints Triage Support Officer for the Standards and Integrity Directorate. This permanent full-time role commences ASAP and focuses on handling complaints, logging and distributing enquiries, and ensuring timely resolution in line with policy.

You will liaise with schools, staff, parents and other stakeholders, collect data for reports, maintain case management records, and provide administrative support across the directorate