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APS 6 Complex Complaints Manager

APS 6 Complex Complaints Manager

  • 12 month contract with scope for extension
  • Woden, ACT location
  • Busy service delivery area


  • Oversee and resolve complex customer complaints by identifying issues, causes and impacts, including identifying, escalating and managing risks
  • Prepare detailed reports and correspondence in response to complex customer complaints, including summaries of outcomes for ministerial staff
  • Analyse complaints data to identify themes and develop mitigation strategies
  • Undertake research, analysis and evaluation of complaints and customer experience data

The Must Haves
The successful candidate must have demonstrated experience leading a team in a complaints management environment. Your will need to have experience dealing with stakeholders at all levels and be willing to perform other functions including providing policy advice, coordination and liaison, secretariat work and data/technical analysis.
This opportunity is within the Australian Public Service.  In order to be considered, please note that candidates must be an Australian Citizen at time of application.
The successful candidate will be available to work for the contract period, with the ability to obtain / maintain Baseline Security Clearance.

If you would like additional information on this role please contact Kathryn on 0493 138 978 or email Kathryn.buttigieg@calleo.com.au
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