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Aps4 Dispute Resolution Officer

DFP Recruitment Services Pty Ltd - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


  • Immediate start!
  • CBD location
  • Contract until June 2021

We have an exciting opportunity to immediately join a Federal Government Department working as an APS4 Dispute Resolution Officer. This position is located in Melbourne CBD with a contract to June 2021. If you have a passion for customer service, we want to hear from you!

The Role and Responsibilities

Working as Dispute Resolution Officer you will work within the Early Resolution branch. This involves managing the direct intake of complaints and focussing on a timely and reasonable outcome for complainants and providers.
As Dispute Resolution Officer you will be responsible for;

  • Managing all incoming phone calls and registering and responding to new complaints through varied channels
  • Determining the jurisdiction and delegating the complaint to the relevant team
  • Utilising internal and external resources including legislation, guidance material and providers’ complaints handling procedures to assist in assessing complaints
  • Triaging complaints requiring further assessments to relevant teams
  • Conducting preliminary inquiries, assisted referrals and communicating decisions to complainants and providers in accordance with legislative provisions

About You

As Dispute Resolution Officer, you will have broad experience in liaising with members of the public and working within a high volume environment.
You will also demonstrate;

  • A commitment to provide high quality customer service
  • Resilience and ability to manage unreasonable complainant conduct
  • Experience in a similar role, in particular involving frontline public contact, mostly by phone
  • Sound written and verbal communication skills with the ability to clearly explain complex information
  • Excellent time-management skills and the ability to prioritise and manage a caseload
  • Support the needs of the team by taking a flexible and adaptable approach to changing work priorities

As this role is within the Federal Government, applicants are required to hold Australian Citizenship. You must also have the ability to obtain and maintain a Baseline security clearance.
If you are interested and available immediately, please APPLY NOW or call DFP Recruitment on (03) 8632 9900 for more information.

Melbourne, VIC

Customer Service & Call Centre


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