Senior Engagement & Complaints Officer

  • Company:
    Department of Customer Service
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    6 hours ago
  • Category:

<div><span style=""><strong>Role</strong>: Senior Engagement and Complaints Officer&nbsp;</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>Grade</strong>: Clerk 5/6</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>Duration</strong>: Ongoing&nbsp;</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>Location</strong>: Grafton NSW</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>Closing date</strong>: 9:59am Monday 28 September 2020</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>About the role&nbsp;</strong></span></div><div><span style="">&nbsp;</span></div><div><span style="">We are in search of a Senior Engagement and Complaints Officer to join our regional team in Grafton NSW.&nbsp;</span></div><div><span style="">&nbsp;</span></div><div><span style="">In this role you will have the opportunity to use your excellent customer service skills to support the community, including consumers and traders. You will enjoy working on a wide range of matters, providing quality service and information in a fast paced, high-volume, customer-focused environment.&nbsp;&nbsp;</span></div><div><span style="">&nbsp;</span></div><div><span style="">The main focus of the Senior Engagement &amp; Complaints Officer role is to oversee complex complaints and trader monitoring processes. You will be hands-on with coaching and mentoring of staff and maintaining the team’s knowledge of legislation administered by Fair Trading and Australian Consumer Law as a subject matter expert.&nbsp; It is integral to the role that you can influence others whilst working autonomously and taking ownership of decisions.</span></div><div><span style="">&nbsp;</span></div><div><span style="">You will also contribute to the development and implementation of systems and procedures to ensure effective service delivery and quality control. Utilising your high-level analytical skills you will be&nbsp; resolving complex complaints and identifying follow-through trader conduct issues where necessary.</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>To be successful in this role you will have demonstrated experience in:</strong></span></div><div><span style="">•<span> </span>Complex complaint handling requiring high level conflict resolution and negotiation</span></div><div><span style="">•<span> </span>Managing customer expectations and escalations at a high level</span></div><div><span style="">•<span> </span>The ability to work collaboratively in a team</span></div><div><span style="">•<span> </span>Mentoring and developing the skills of the team</span></div><div><span style="">•<span> </span>Analytical thinking and problem solving</span></div><div><span style="">•<span> </span>The ability to communicate effectively at all levels</span></div><div><span style="">•<span> </span>Extensive use of data bases and other technologies</span></div><div><span style="">•<span> </span>Market Education</span></div><div><span style=""><br></span></div><div><span style="">Your sound judgement and the ability to communicate effectively at all levels will enable you to write high level correspondence and prepare and edit correspondence inclusive of Ministerial information.</span></div><div><span style="">&nbsp;</span></div><div><span style="">You will also need to have demonstrated facilitation skills as the role will also involve working with consumers and traders in webinar and face-to-face forums.</span></div><div><span style="">&nbsp;</span></div><div><span style="">For any enquiries about the role please contact <strong>Jane Gibson</strong> on <strong>0401 140 708</strong>.</span></div><div><span style="">&nbsp;</span></div><div><span style=""><strong>Where you will be working&nbsp;</strong></span></div><div><span style="">&nbsp;</span></div><div><span style="">NSW Fair Trading is a division within Department of Customer Service. As the NSW government agency responsible for consumer protection, NSW Fair Trading promotes a fair marketplace and seeks to educate consumers and traders on issues that affect their rights and obligations.&nbsp;</span></div><div><span style="">&nbsp;</span></div><div><span style="">The Department of Customer Service is a service provider and regulator. Customer Service supports sustainable government finances, major public works and maintenance programs, government procurement, information and communications technology, corporate and shared services, consumer protection, administration of State taxation and revenue collection, and NSW land and property administration.&nbsp;&nbsp;</span></div><div><span style=" ">&nbsp;</span></div><div><span style=" ">To learn more about the Department, take a look at the DCS website at </span><a href="https://www.customerservice.nsw.gov.au/" style=" "><span style="padding: 0cm; border: 1pt none windowtext;">https://www.customerservice.nsw.gov.au/</span></a><span style=" ">&nbsp;&nbsp;</span></div><div>&nbsp;</div><div>In addition, see why you should work for NSW at <a href="https://iworkfor.nsw.gov.au/why-work-for-nsw">https://iworkfor.nsw.gov.au/why-work-for-nsw</a></div><div>&nbsp;</div><div><strong>What we need from you</strong>: &nbsp;</div><div>•<span> </span>Your application should include a covering letter (maximum two pages) indicating the role you are applying for and what you would bring to this role, including demonstrated examples. &nbsp;</div><div>•<span> </span>You should also include an up to date resume (of no more than five pages), which clearly details your skills and experience as relevant to the role and how you meet the role capabilities. &nbsp;</div><div>•<span> </span>For further help, tips and information on applying for a role in the NSW Public Service, please visit Applying for a role in the NSW Public Service. &nbsp;&nbsp;</div><div><br></div><div><em>A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.&nbsp;</em></div><div><br></div><div><span style="">Salary Grade 5/6, with the base salary for this role starting
at 85488 base plus superannuation</span></div><p>Click <a href="https://files.jobs.nsw.gov.au/p7xoi3">Here</a> to access the Role Description. For enquiries relating to recruitment please
contact Alison Daniels via [email protected]</p><br><p><span size="3" style="">The Department of Customer Service is proud to be an EEO Employer who are fully
focused on equality and believe deeply in diversity of all identities making us
different and a true reflection of our NSW customers. As an inclusive
workplace, we support various employee resource groups, practice flexible work
and workplace adjustment. <br><br>If you do
require an adjustment during the recruitment process, please notify us on your
application form.</span></p><br>