Talent International is currently recruiting for an APS4 Complaints Officer to work for one of our Federal Government clients at Newcastle. The position is a 6-month contract with the possibility of extension. The role pays $43.82 per hour + Super.
7.6 hours per day and 38 hours per week
This opportunity suits a resilient, empathetic professional with strong customer service and complaint handling skills. You will work closely with members of the public, internal teams, external agencies and oversight bodies to support complaint resolution and identify underlying issues.
About the role
Your responsibilities will include:
- Supporting the coordination of incoming complaints, including resolving matters at the first point of contact, assessing, recording and referring complaints as required.
- Liaising with stakeholders to acknowledge referred complaints and gather relevant information.
- Escalating complaints in accordance with established complaint handling procedures.
- Maintaining accurate and current records across relevant systems.
- Supporting branch correspondence, briefing and reporting activities.
- Responsibilities may change in line with operational priorities.
About you
To be successful in this role, you will bring:
- Experience in customer-facing roles, including resolving issues, managing expectations and delivering quality service.
- Strong organisational skills, with the ability to manage competing priorities, handle sensitive information and maintain accurate records.
- Proficiency in CRM systems, databases and communication tools.
- Experience interpreting and applying legislation to support complaint resolution.
- An empathetic communication style and the ability to provide advice on moderately complex matters.
- Motivation, resilience and adaptability when responding to changing priorities.
- A positive attitude towards people with disability and an understanding of the impact disability can have on individuals.
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APS4 Complaints Officer in Newcastle employer: Talent International
At Talent International, we pride ourselves on being an exceptional employer within the higher education sector, offering a dynamic work environment that fosters critical thinking and innovation. Our commitment to employee growth is evident through our supportive culture, where you will have the opportunity to engage with diverse stakeholders and tackle complex business challenges. With a focus on collaboration and professional development, we ensure that our team members are equipped to thrive in their roles while making a meaningful impact in the education landscape.
