Duties:
· Facilitates and oversees the Department’s complaints management process and ensures complaints handling meets approved policy and procedure.
· Liaises with senior management concerning complaints resolution and escalates matters as appropriate.
· Maintains appropriate knowledge base of the Department’s functions, services and products and related external information sources.
· Produces regular complaints management statistical reports for senior management.
· Review current policies and procedures and update as required.
Required:
· Excellent communication and active listening skills.
· Strong negotiation skills and proven ability to diffuse difficult conversations via phone and email.
· Well-developed organisational skills.
· Well-developed written and editing skills to review correspondence and edit accordingly.
· Ability to record and produce comprehensive statistics.
· Critical thinking and problem-solving skills to triage complaints so they are responded to by the correct business area.
· Uphold principles of confidentiality in dealing with sensitive matters and personal information.
Experience with using electronic document and records management systems is desirable.
Experience with Power BI software is desirable.
Knowledge of legislation, policies and directives relating to information management in a government environment is desirable.
To apply:
Email Sarah your resume and start date / notice:
saraho@integritystaffing.net.au
