EMPLOYMENT

Join our team as an APS6 Senior Complaints Officer! This exciting, ongoing role within the Governance team at The Administrative Review Tribunal can be located in either Adelaide, Brisbane, Canberra, Hobart, Darwin, Perth, Melbourne and Sydney About the opportunity The Senior Complaints Officer works within the Governance section and is part of a small national team responsible for managing external complaints made to the Administrative Review Tribunal (ART). Working alongside the Assistant Director Complaints, the role primarily involves assessing, investigating and responding to complaints and liaising with complainants, who may be ART users, representatives or members of the public, as well as internal stakeholders. The Senior Complaints Officer also prepares reports for senior management, promotes best-practice complaint handling, and may mentor and supervise junior staff in the team. This role may involve complainants sharing sensitive or traumatic experiences. You will understand the emotional nature of this work and be prepared to engage with respect, empathy and use a trauma informed approach. About the Tribunal: The Administrative Review Tribunal plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws. We believe in providing our employees with a work environment that is supportive and rewarding. Our culture is one that welcomes all and we embrace flexibility and diversity. We believe our people are our most valuable asset and we work to support the skills, knowledge and capability of our staff. You can learn more about the Tribunal on the ART website . What we offer: We believe the little extras can make a big difference in supporting your success and some of our great incentives include: flexible working options, including flexi-time and remote working to support you with your commitments outside of work. competitive salary including generous superannuation employer contribution of 15.4% salary packaging options supportive career development opportunities access to holistic health and wellbeing programs including Fitness Passport which provides discount to 350 gyms, free annual influenza vaccinations and free eye tests generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance and options to purchase leave. Employee Assistance Program for you and your family positive and inclusive culture. Read our Enterprise Agreement for more information about our terms and conditions of employment. The key duties of the position include Stakeholder engagement: Initiate, develop and manage strong, productive relationships with a broad range of internal and external stakeholders, collaborate to achieve outcomes and facilitate cooperation. Present and explain the ART's position through verbal and written correspondence to effectively manage complaints. Service delivery: Coordinate, assess and investigate sensitive or complex complaints in a high-quality and considerate manner. Develop and review complaints responses in preparation for clearance, ensuring adherence to set timelines, protocol and processes. Apply sound judgement to identify and effectively manage issues. Develop and maintain internal guidance materials and prepare reports on complaint data and trends. Advice: Provide high level advice to senior management and day-to-day operational advice to staff on complaint management processes and practices, ensuring compliance with legislation and policy frameworks. Provide support to junior team members, which may include training, guidance, quality assurance or contributing to the resolution of escalated issues. Innovation and change: Identify opportunities for improvement and suggest new or changed ways of working within the complaints handling team. Analyse complaint data to identify trends or systemic issues and potential solutions.