Complaints Officer

National Disability Insurance Agency

Gold Coast, Queensland, Australia

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Job Posted: 09/09/2018

Job Category:

Call Centre & Customer Service / Customer Service

Job description:
  • Non-Ongoing (Initial engagement until 30 June 2019) - Full Time/Part Time
  • $72,686-$78,249 (plus 15.4% superannuation)
  • Role located in QLD - Robina

  • Non-Ongoing (Initial engagement until 30 June 2019) - Full Time/Part Time
  • $72,686-$78,249 (plus 15.4% superannuation)
  • Role located in QLD - Robina

About the NDIA

The purpose of the National Disability Insurance Agency (NDIA) is to implement the National Disability Insurance Scheme (NDIS) which will support a better life for hundreds of thousands of Australians with a significant and permanent disability. The NDIA will also provide great benefit to the families and carers of Australians living with a disability. The NDIS is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean peace of mind for every Australian, for anyone who has, or might acquire, a disability.

About the Position

The Complaints Officer will be required to work in a virtual team within the Large Regional Hub, producing a high standard of work within tight deadlines.

You will:

  • Be able to work successfully as a member of a virtual National Complaints team while showing initiative and working independently when required.
  • Work within the Regional Quality teams to ensure that feedback influences continuous improvement.
  • Require strong written and oral communication skills and strong interpersonal skills.
  • Possess effective problem solving skills and the ability to empathise and remain calm in a stressful or ambiguous situation.

Responsibilities include:

  • Manage and coordinate complaints received by the Agency including resolving at point of entry, assessing, investigating, recording and referring as required.
  • Supporting the National Complaints Team and Regional Hubs to provide timely and proactive advice for complaints management across the Agency.
  • Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines.Managing complex and sensitive complaints.
  • Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met.
  • Recording complaints in the NDIS Business System.
  • Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints team and staff in the regions.
  • Manage, coordinate and draft Executive and Ministerial correspondence, briefs and reports for the National Complaints team.
  • Develop and contribute to detailed and relevant reporting on complaint trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.
  • Manage and identify systemic complaint themes to improve service delivery.
  • Coordinate, develop and deliver training and on the job support for the business area as required.
  • Build and manage collaborative stakeholder relationships and work closely with internal and external stakeholders.
  • Work closely with other teams and staff across the NDIA to ensure information is cascaded, sound business knowledge and consistency of practice across the business area.
  • Assist the National Complaints Team to manage and resolve day to day operational issues as they arise.
  • Demonstrate flexibility working as part of a virtual team to manage workload peaks.

About You

To join our team you will:
  • have a positive contemporary attitude to people with disability along with an understanding and knowledge of disability and its impact on individuals
  • have adaptable communication and interpersonal skills
  • be able to manage confidential and sensitive information
  • be flexible and able to adapt to a changing environment
  • have high levels of integrity and professionalism to support our values and mission.
For more information on NDIS including our values, capabilities and behaviours along with our application process, please refer to our website.

Position Specifics

  • Further information can be found in the attached position description.
  • NDIA is committed to becoming a model employer for people with disability who are specifically encouraged to apply
  • Recruitability applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
  • Successful candidates will be required to undergo a pre-employment National Police History check, and provide evidence of Australian Citizenship. Failure to do so may jeopardise your offer of employment.
  • Dependent on the role the appropriate working with children and/or vulnerable people checks may need to be undertaken as per State Legislation.

If you have any queries, please contact:

Peter Fuelling

0459 882 878

NDIA welcomes and encourages applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with disability. Except where otherwise provided by law, it is the policy of NDIA to provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, physical or mental disability, race, ethnicity, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law. In addition, NDIA will provide reasonable adjustments for qualified individuals with disabilities.

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