New South Wales
Hudson have an APS6 level Complaints Officer position based in the CBD for a well established Federal Government Agency.
About the role
- Working with complainants, people receiving care and approved providers to identify concerns and develop options to achieve resolution
- managing calls in a telephone intake setting, which can include handling difficult conversations
- identifying, escalating and managing risks
- ensuring accurate recording of information
- preparing detailed reports, correspondence and recommendations
- developing positive and collaborative working relationships with team members and internal and external stakeholders
- contributing to the priorities of a team and effectively managing individual caseloads.
- demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and to use specialist advice when needed
- excellent written communication skills including the ability to write evidence-based recommendations and reasons for decisions
- strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders in relation to contentious matters
- capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise and manage a case load
- demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture
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