EMPLOYMENT

The Complaints Branch delivers effective and impartial complaint handling services by assisting people who contact the Office to resolve their issue as efficiently as possible. As the core entry point for complainants to contact the Office, the Branch manages the intake, triage, assessment and early resolution of complaints received through various contact channels including online, telephony, in person, email and mail. The Office of the Commonwealth Ombudsman (the Office) is looking to fill vacancies at the APS4 level. Our Complaint Officers listen to the public, analyse the information they provide and decide the best next steps. They operate within a rostered environment, with their time split between assessing complaints and contacts received by phone and those received in writing. To be successful in this position you will be an enthusiastic problem solver and someone who is comfortable engaging with people via a range of communication channels. You will draw on your customer or client service experience, considering complex circumstances in an administrative decision making or complaint assessment or management context. You should have a demonstrated ability to: confidently engage with the public via various communication channels communicate effectively with a diverse range of people, including people who present with vulnerabilities de-escalate challenging conversations maintain awareness of your own wellbeing and resilience and seek assistance when required confidently utilise and respond to multiple IT platforms simultaneously (e.g. telephony, case management, internal communication and internet/intranet-based research) exercise sound judgement in making discretionary decisions conduct targeted research to quickly acquire subject matter knowledge work effectively and efficiently to independently manage a caseload maintain professionalism and impartiality. The key duties of the position include Duties of the role includes: engaging with members of the public over the phone, in person and in writing in a rostered environment. This includes having contact with members of the public who present to our office with vulnerabilities assessing contacts and complaints against our legislation, policies and procedures utilising IT systems and your research skills to assess complaints and make decisions and/or recommendations on how to resolve complaints utilising caseload management strategies to proactively manage your complaint workload. Strong communication skills and a dedication to teamwork are essential qualities required for this position. You are expected to be an active member of the wider team and branch, as well as managing your complaint workload. This means you may be required to contribute to reports, projects, presentations and other administrative work of the Office as required and contribute to the development, achievement and continuous improvement of team objectives and plans.