Commonwealth Ombudsman Temporary Employment Register - Complaints Officer/Senior Complaints Officer/Team leader

Commonwealth Ombudsman Temporary Employment Register - Complaints Officer/Senior Complaints Officer/Team leader

APS 4 – Executive Level 1 - Various
Location: Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney
Classification: APS 4 – Executive Level 1
Salary: $68,654 to $114,487 (plus superannuation)

Applications to be submitted to: recruitment.twentyfive@ombudsman.gov.au
Closing Date: 23:59pm AEST Tuesday 28 February 2023

Job Profile

About the Office

The purpose of the Office of the Commonwealth Ombudsman (the Office) is to:

• provide assurance that the Australian Government entities and prescribed private sector organisations that the Office oversees act with integrity and treat people fairly, and
• influence enduring systemic improvement in public administration in Australia and the Indo-Pacific region.

The Office ensures administrative action by Australian Government agencies is fair and accountable by handling complaints, conducting investigations, performing audits and inspections, encouraging good administration and undertaking other specialist functions.  The Office influences improvement in public administration in the region through collaboration with partner agencies.

The Commonwealth Ombudsman performs the following specialist roles:

• Defence Force Ombudsman
• Postal Industry Ombudsman
• Overseas Students Ombudsman
• Private Health Insurance Ombudsman
• Immigration Ombudsman
• Law Enforcement Ombudsman
• VET Students Loans Ombudsman.

The Commonwealth Ombudsman is also the ACT Ombudsman.

Overview

The Office of the Commonwealth Ombudsman ensures administrative action by Australian Government agencies is fair and accountable by handling complaints, conducting investigations, performing audits and inspections, encouraging good administration and undertaking other specialist functions.  The Office influences improvement in public administration in the region through collaboration with partner agencies.

The Office is looking for team players with strong client engagement, communication and analytical skills to register their interest in temporary opportunities with the Office as complaints resolution officers. As a small agency, this is a fantastic opportunity to contribute to the wider objectives of the Office in improving public administration.

Candidates should be aware this is a register only and that you will only be contacted regarding your application if a vacancy arises that matches your skills, qualifications and/or experience. Registrations will remain active until 30 June 2022. Non-ongoing opportunities will be offered for a specified term or for a period of up to 18 months, with possible extension up to 3 years.

Duties

Complaints Resolution Officers assess and impartially resolve complaints received by the Office. Duties include:

1. analysing complaints and deciding or recommending appropriate resolution actions, including considering complex and unique circumstances
2. providing, both verbally and in writing, clear and accurate advice to complainants, and internal and external stakeholders
3. communicating effectively with people from a wide range of backgrounds and with a variety of needs
4. actively contributing to the management of the Office’s caseload, including exercising sound judgment in a timely and efficient manner and identifying, escalating and managing complex matters appropriately
5. preparing reports, detailed analysis, complex correspondence and other similar tasks relating to the wider complaint work of the business area
6. working effectively and cooperatively as a member of a team, including assisting with quality assurance, and participating in corporate activities and project work.

Duties are to be performed under broad direction from a Director or Manager, and in accordance with the APS Code of Conduct, upholding the APS Values and upholding the office values of independence, impartiality, integrity, accessibility and professionalism

Our ideal candidate

To be successful in this role you will need:

• strong analytical skills and problem-solving skills, including the ability to assess complex and sensitive information, and to identify and appropriately escalate and/or manage risk

• strong written and verbal communication skills, including the ability to provide sound evidence-based recommendations and advice and to tailor communications effectively to meet client needs
• a strong customer focus, including confidence and resilience when engaging with difficult or sensitive matters
• the ability to effectively managing a high-volume workload (or your own or of a team), adapt to changing priorities, and ensure compliance with legislative frameworks and internal guidance and timeframes
• to be a team player and at all times demonstrate professionalism and impartiality.

RecruitAbility

RecruitAbility applies to this vacancy.Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply and opt‑in to the scheme; declare you have a disability; and meet the minimum requirements for the position.  For more information refer to Attachment A.

Eligibility

To be eligible for employment with the Office you must:

• be an Australian citizen; and
• have the ability to obtain and maintain, as a minimum, a baseline security clearance.

Suitability for employment will also be assessed through a pre-employment screening process.

Contacts

Contact officer for additional information:  Human Resources

Applications should be sent via email to:recruitment.twentyfive@ombudsman.gov.au

Include with your application:

• Application cover sheet
• A one page pitch describing your suitability, ensuring that you include specific examples of your skills and experience relevant to the job advertised and the qualities referenced in our ideal candidate information.  Please limit your response to 700 words
• A current Resume, including contact details for two referees.