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Complaints Resolution Officer

St Vincent de Paul Society NSW
  • Permanent, full-time 38 hours per week
  • Based in Lewisham, NSW
  • Generous salary packaging benefits where a portion of take-home pay is tax-free

What we do

The St Vincent de Paul Society is a leading provider of community support services and has been assisting people experiencing disadvantage in NSW for more than 130 years. Our people reach out to the most vulnerable in our community through our Conferences, Special Works and Vinnies shops. The Society's mission is to shape a more just and compassionate society by offering a 'hands up' approach to people in need respecting their dignity, sharing our hope and encouraging them to take control of their own destiny.

Department Overview

The Legal, Safeguarding and Complaints Team sits in the Executive Secretariat and is responsible for legal services provision, safeguarding children and complaints management.

Other teams in the Executive Services Directorate are:

  • The Governance and Risk Team which provides executive support to the Society's State Council and Board and respective committees; and manages the organisation's internal policies and procedures
  • The Policy and Advocacy Team, with responsibility for policy, advocacy and research
  • Internal Audit.

The Role

The primary objective of the Complaints Resolution Officer's role is to coordinate investigations into external complaints, allegations of misconduct and any privacy infringement allegations. The Complaints Resolution Officer also supports the ongoing development and implementation of a number of governance policies. The role will work closely with other parts of the Society on any matters in connection with the resolution of issues raised through the Society's Complaints, Whistleblower and Privacy policies.

The Complaints Resolution Officer will:

  • Receive and provide written acknowledgement of all external complaints received
  • Conduct initial assessment of all complaints to determine urgency and seriousness of complaints, and escalate matters as required
  • Appoint investigators, coordinate investigations and ensure all investigations are concluded within 30 days of receipt
  • Provide advice, support and liaise with managers, the Executive Leadership Team, Central Council Presidents, NSW State President on matters relating to the operation of the Society's Complaint Handling Policy
  • Ensure that investigations and assessments follow consistent and fair processes, and all recommendations are objective and impartial
  • Fulfil the duties of both the Society Whistleblower Officer and Society Privacy Officer
  • Record all complaints and status of investigations; provide reports on investigations and findings to senior management for determination, conclusion and closure.

The Complaints Resolution Officer will report to the Director of Legal, Safeguarding and Complaints.

To be successful in this role, you will need:

  • Previous experience of working in a customer service complaint handling or conflict resolution environment
  • Demonstrated understanding of, or experience in, the roles of Privacy Officer and Whistleblower Officer
  • Demonstrated problem solving, research and analytical skills in reviewing complex issues
  • Strong communication and negotiation skills and the ability to deal professionally with internal personnel, external stakeholders and members of the public
  • Demonstrated ability to act with a high degree of impartiality, confidentiality and integrity at all times
  • Experience managing a varied caseload of issues and demonstrated ability to produce high quality correspondence and reports
  • Computer proficiency in Microsoft Word, and in developing and managing data bases
  • Experience in working in a corporate governance environment
  • Capacity to adhere to the ethos and mission of the Society

Come and join our team!

We believe our employees are key to our success and in return we offer:

  • Job satisfaction working as part of a team making a difference to people's lives in an organisation that cares about people.
  • Generous salary packaging benefits to employees where a portion of take-home pay is tax-free.
  • In addition to excellent learning and development programs, as a large purpose driven organisation we provide opportunities to grow your career across a range of teams and services.
  • Supportive, friendly and values driven team environment and culture.

Prior to an offer of employment, preferred candidates will be required to complete the pre-employment checks including reference checks, a Police check, Working with Children check, Health Declaration and/or a medical check, Right to work in Australia check. The Society is committed to being a Child Safe organisation, further information can be found in the Society's commitment to Safeguarding Children & Young People.

St Vincent de Paul Society (NSW) is an Equal Employment Opportunity Employer and is committed to engaging a diverse workforce. The Society strongly encourages applications from people from Aboriginal and Torres Strait Islander background, people with disability, people from diverse cultural and linguistic backgrounds and mature aged applicants.

Please click here for a copy of the Position Description.

How to apply

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