About This Opportunity

Our client is seeking an Enquiries Officer for a casual placement (minimum shifts through to 30 June 2021, strong potential for extension), 38 hours a week, Monday to Friday.

While health/aged care experience would be an advantage, customer service and support experience is more highly sought.

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 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 program, 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. The role is based out of their head office in BRISBANE CBD.

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.

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)