Redress Officer Role | APS5 (EOI)

Beaumont&Beaumont is asking for expressions of interest for an anticipated client need for APS5 equivalent Contact Officers and Case Coordinators (Redress Officers) to perform various roles at Commonwealth Government Department in Canberra.

These roles would be in-office, full-time opportunities, with competitive salaries, 15.4% superannuation, and access to leave entitlements.

There may be various roles that each assist with a different part of the end-to-end process for Applications made under a Commonwealth Scheme. These roles may include liaising with applicants over the phone, receiving, validating and progressing applications, quality assurance, and advising outcomes to applicants.

The specific duties may vary from role to role, but you will typically:

Apply relevant policies, procedures and guidelines to progress applications.

Under limited direction, be accountable for organising workflow and escalating risks and issues when needed.

Provide culturally appropriate support through the application process, to assist applicants and their Redress Support Services.

Communicate with applicants confidently using trauma informed principles.

Work as part of a team, managing a case load of sensitive and complex applications.

Make and receive calls to applicants and their nominees. This includes receiving calls from a national phone line.

Assist callers to navigate and access a range of Redress Support Services.

Use case management software to progress applications and keep accurate and comprehensive records.

Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues.

Prepare, edit and quality check letters and notices sent to applicants, nominees and institutions.

Conduct detailed research and prepare complex request for information packages.

Code application information in internal systems to ensure that accurate and comprehensive records are kept.

Conduct quality assurance tasks to ensure that work is accurate and compliant with relevant policy.

Our ideal candidate:

Has experience working in case management roles, telephone/helpline roles, and/or quality assurance roles, particularly in or with Commonwealth Government.

Has experience working in high-pressure, trauma informed environments, especially dealing with sensitive material.

Communicates confidently and presents verbal and written messages in a clear, concise and articulate manner.

Understands trauma informed principles and their importance in providing a high level of service.

Applies legislation, policies, procedures and information management requirements.

Demonstrates high level accuracy and attention to detail in the processing and recording of information.

Has the ability to self-manage in a complex, changing environment with a high workload.

Demonstrates critical thinking and problem solving with a solution focused approach.

Can demonstrate the use of self-care strategies and resilience in situations when working with difficult content.

To be eligible for this role, you must be an Australian citizen and be willing to obtain a Baseline Security Clearance with the Australian Government Vetting Agency.

This role is being offered as an expression of interest to meet an upcoming, anticipated client need. Candidates will be assessed and placed on a merit list until the client advises us that they actively want candidates to be submitted.

For a discreet conversation about this role, please contact the Labour Hire team on 02 6126 4500 or email labour.hire@beaumontandbeaumont.com.au, citing reference number 5868. To apply, please submit your CV in Microsoft Word format via Seek.