Principal Complaints and Resolution Officer

The Principal Complaints and Resolution Officer is the officer with day-to-day responsibility for Intake and Triaging of matters and leads a team of Complaint Intake and Resolution Officers (CIRO) and Senior Complaints and Operations Officers (SCOO).

The Principal Complaints and Resolution Officer also has responsibility for identifying and briefing the Manager and other senior officers on high-risk matters and making recommendations for how these matters should be managed.

The Principal Complaints and Resolution Officer will play a key role in the Division's leadership team, contributing to building a system to support a new strategic direction and leading a positive, flexible, and agile workplace culture.

In This Role You Will

Apply legislation, professional standards, codes of conduct and other formal guidelines to undertake robust and transparent delegated administrative decision-making on the acceptance, resolution or otherwise of complaints and other matters within statutory timeframes.
Identify and analyse matters presenting serious risk to the health and safety of the public, in accordance with the Health Ombudsman Act 2013, and make recommendations on how these should be handled.
Oversee the provision of assistance, and where appropriate, warm transfers to relevant agencies for individuals making an enquiry or certain complaints to the OHO.
Lead a team of AO5 and AO6 officers to receive, manage, and take appropriate action on cases in a timely and efficient way, including by providing training, quality assurance feedback, coaching, mentoring and support to develop and extend team member skills.
Ensure high quality customer service, including managing both the volume and sensitivity of health service complaints through a person-centred, trauma informed and culturally safe approach.
Lead and coordinate daily activities of the team, including the provision of guidance and coaching in both administrative decision making and negotiation and problem-solving skills, to ensure the achievement of exceptional complaint outcomes for consumers.
Work closely with other Principal Officers, Managers, Directors, and the Executive Director to design and implement business processes to support the primary functions and to achieve operational and strategic objectives of the Assessment and Resolution Division.


The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.
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