Key Accountabilities
- Manage Inquiries & Complaints: Serve as the first point of contact, handling phone calls and correspondence from the public, complainants, practitioners, and employers. Provide clear, accurate information on regulatory processes.
- Assess & Triage: Analyse incoming complaint information to conduct initial risk assessments. Accurately refer and escalate serious or sensitive cases to senior staff as required.
- Maintain Accurate Records: Ensure all complaint details are captured and recorded correctly in databases, adhering to legislative requirements, confidentiality, and data quality standards.
- Prepare Documentation & Reports: Draft and distribute complaint briefs for assessment and contribute to regular reports and statistics for stakeholders and the Annual Report.
- Support Process Improvement: Contribute to reviews of intake and assessment processes, recommending improvements for efficiency and reporting accuracy.
Key Challenges
- Interacting with often distressed individuals impartially and empathetically while explaining complex complaint procedures.
- Managing a high volume of work and competing priorities within strict legislative timeframes.
- Accurately assessing risk and interpreting information based on sometimes incomplete or technically detailed complaints.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Karina Gan on 02 9464 5517 or email kgan@paxus.com.au and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
