Aps6 Senior Complaints Officer
vor 2 Wochen
Job Summary APS6 Senior Complaints Officer within the Governance section and part of a small national team responsible for managing external complaints made to the Administrative Review Tribunal (ART). This role may be located in Adelaide, Brisbane, Canberra, Hobart, Darwin, Perth, Melbourne and Sydney. Responsibilities Assess, investigate and respond to complaints and liaise with complainants, who may be ART users, representatives or members of the public, as well as internal stakeholders. Prepare reports for senior management, promote best-practice complaint handling, and mentor and supervise junior staff in the team. Engage with respect, empathy and a trauma informed approach when dealing with sensitive or traumatic experiences. Qualifications Highly developed analytical, investigation and problem-solving skills, including demonstrated ability to identify issues, trends and risks, exercise sound judgement and contribute to business improvements. Ability to display resilience, professionalism and sensitivity when working through complex, potentially confronting material and challenging stakeholder interactions. Demonstrate ability to supervise junior staff and work effectively and cooperatively as a member of a small team. In-depth understanding or the ability to quickly acquire an in-depth understanding of the ART's legislative framework, jurisdiction and operations. Relevant qualifications, training or experience in complaint management. Australian Citizenship required. All employees required to undertake an Australian Federal Police Check and complete a health declaration. Benefits Annual salary range APS6 $94,563 – $106,394 p.a., plus a generous employer superannuation contribution of 15.4%. Full‑time employment. How to Apply To be considered, all applications must be submitted online via the Career Opportunities page. Please click on the job title you are applying for, click apply at the top of the page and follow the instructions on the online application. Do not apply via SEEK Apply portal. Submit a CV (no more than 4 pages) and cover letter (no more than 2 pages) addressing how your experience matches the capabilities and experience of the role, referring to the position description. Applications close Thursday, 27 November at 11:45 pm (AEDT). Contact Talent team – please contact the Talent team on or should you require assistance with accessing our website or with lodging your application. Equal Opportunities The Administrative Review Tribunal is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, all genders, LGBTQI+ community and mature age people. If you have any support or access requirements, we encourage you to advise us if invited to interview. RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit : #J-18808-Ljbffr
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