Complaints Officer

  • Company:
    Programmed
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 days ago
  • Category:

About this opportunity:

Programmed Health Professionals have an exciting opportunity for someone who is looking for something a little different in the aged care sector.

Our client is seeking Complaints and Enquiry Officers for 3 – 6 month casual placements (potential for extension) , 38 hours a week , Monday to Friday. The roles vary between APS4 and APS6 level banding. You will be placed at a level according to your experience and qualifications. Someone that has a clinical or nursing background will be highly regarded.

The Complaints Operations stream is responsible for receiving, assessing and resolving concerns about Australian government funded aged care services. The complaints/enquiry officers assist aged care consumers and other members of the public with enquiries about aged care services, their rights as consumers and the responsibilities of aged care providers by providing responsive, accurate information, advice and referrals.

Complaints and Enquiry Officers work in small supportive teams responsible to a Complaints Manager in the Complaints Commissioner’s operational offices in Brisbane.

The Complaints Commissioner offers specialised internal training, with a well-developed orientation programme, to support the right people to excel in this role.

Successful candidates will be given two weeks paid induction/ training session and ongoing support and on the job training.

This position will start ASAP for the right candidate.

What you will be doing:

Interested in using your communication and negotiation skills and making a real difference to older Australians? We are looking for staff with an interest in complaints management and customer service to work in a fast paced environment and resolve concerns in a collaborative, timely and responsive manner.

Complaints and Enquiry Officers work with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation.

The role is based out of their head office in Brisbane CBD. To be successful in this role you must have:

  • High level complaint resolution, communication and negotiation skills
  • 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 comprehensive 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
  • Experience in complaints software such as NCCMS or Resolve is highly favourable
  • Rights to work in Australia
  • Must hold an Australian citizenship
  • Clinical experience is highly favourable (specific to Aged Care)
  • Who we are:

    Programmed Health Professionals is a leading provider of qualified and specialist nurses, carers and support staff across the acute, aged, community and disability sectors. Working with Programmed Health Professionals means you will become part of the Programmed family: a company that encourages career development, supports flexibility and cares about your personal wellbeing and safety. Programmed strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.

    If you would like to join our team, please