Job description The Customer Resolution Officer serves as the first point of contact for members of the public providing feedback or lodging complaints with the Department. This role is responsible for administering and coordinating the complaints management process in line with approved policies and procedures. The position also ensures complaints are tracked through to resolution and supports reporting requirements for senior stakeholders. Additionally, the role may assist with the administration of Freedom of Information (FOI) applications. Key Responsibilities Manage and oversee the Department’s complaints handling process, ensuring compliance with policies and procedures Act as the first point of contact for public enquiries and complaints, providing professional and timely responses Liaise with senior management regarding complaint resolution and escalate matters where required Track and monitor complaints through to completion, ensuring accurate documentation and follow-up Prepare and deliver regular statistical reports on complaints for senior stakeholders Maintain up-to-date knowledge of the Department’s services, functions, and related information Review and update complaints management policies and procedures as required Assist with the administration of Freedom of Information (FOI) requests where applicable Key Skills & Experience Essential Strong communication and active listening skills Proven ability to manage difficult conversations and resolve issues via phone and email Excellent organisational and time management skills Strong written communication and editing skills Ability to produce accurate reports and maintain detailed records Critical thinking and problem-solving skills, with the ability to triage and prioritise complaints High level of discretion and ability to handle confidential and sensitive information Desirable Experience with electronic document and records management systems Experience using reporting tools such as Power BI Knowledge of government legislation, policies, and information management frameworks Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application. DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs. By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
