Part-Time Complaints Officer

☞ Activ

View: 102

Update day: 07-05-2024

Location: Wembley South East

Category: Other Part-time

Industry: Nonprofit Organization Management Human Resources Government Administration

Position: Entry level

Job type: Part-time

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Job content

About The Role

The QSHE (Quality Safety Health Environment) Team at Activ are currently seeking to appoint an experienced, detailed orientated and solution focused Complaints Officer . Reporting to the Senior Complaints Officer the main responsibilities include all aspects of the ‘life-cycle’ of the complaint process, liaising with key stakeholders to ensure remedial and improvement actions are taken and identifying systemic improvement opportunities.

This role is a six-month max-term contract working 22.5 hours per week over 5 days, 9am-2.30pm (flexible) and would suit someone with a passion for empowering individuals living with a disability and their families.

Key Duties Include
  • Oversee the complaints process, and investigate and manage complex complaints and other customer feedback;
  • Build a positive complaints culture and the capacity of Activ’s staff, through the delivery of complaints management training and coaching support;
  • Liaise and negotiate with key stakeholders in the course of complaints investigations and report on findings;
  • Monitor trends and issues in relation to the complaints received, identifying improvement opportunities within service and the wider organisation;
  • Contribute to ongoing evaluation and improvement of the complaint’s management functions at Activ.
What You’ll Need
  • Ability to engage people and build relationships with our customers, other external stakeholders, and people at all levels within the organisation;
  • Highly developed oral and written communication skills, with the ability to tailor to a range of audiences;
  • Experience in handling complex investigations, applying critical thinking and report writing;
  • Excellent customer service skills and sound understanding of continuous quality improvement;
  • Commitment to ethical practice, social justice and human rights;
  • Tertiary qualification in social science, psychology or similar, and a willingness to pursue certification as a Complaints Professional (Society of Consumer Affairs Professionals);
  • Flexibility to travel to both metro and regional areas on occasion;
  • Working knowledge of relevant issues affecting people with disabilities and their families and carers.
What We Offer
  • Exposure to the NFP Sector in one of WA’s largest disability services organisation
  • Flexible work arrangements and professional development opportunities
  • Purchased Leave Options
  • Discounted health insurance cover
How To Apply

As part of the recruitment process you will be required to complete pre-employment screening which can include a video interview, employment reference checks, police clearance, a possible NDIS worker screening check and Australian working rights check.

To deliver the best service for our customers we strive toward a workforce that reflects the diverse community that we support. We are an equal opportunity employer and all qualified applicants will receive consideration for employment.

We take a “person-centred ” approach to recruitment by encouraging our customers to be involved in the hiring process. To apply, please select the ’apply for this job’ button to submit your resume. We look forward to receiving your application.

Activ reserves the right to remove advertising and/or commence the selection process prior to the application close date 09/08/2021
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Deadline: 21-06-2024

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