Feedback & Complaints Coordinator
Transfield Services Limited
Total years of experience :21 years, 3 months
Appointed to establish Feedback & Complaints Department for both Manus Island and Nauru throughout transition period
Team building, performance management and training
Anticipate and escalate key issues for early rectification by identifying trends in complaints and requests received with a strong customer service focus
Create and maintain forms, registers and processes
Daily and Weekly Departmental Reporting
Build relationships with Stakeholders/Australian Border Force (ABF)
Maintain accurate and up to date records (high volume)
Provide staff supervision and guidance to Complaints & Requests Team
Process and approve high volume Requests & Complaints in accordance with contractual requirements
Provide executive support to the Contract Manager
Daily reporting for ABF
Record and distribute Operations Meeting minutes for all Service Providers
Database management
• Conduct update of Award Wages for 350+ staff utilising MYOB
• Interpret Awards and classifications to identify pay levels and entitlements
• Ensure pay rates are in accordance with the Fairwork Act
• Identify discrepancies and notify payroll of any back pay owing
• Manage vehicle fleet for the department requiring monitoring, reporting and coordination skills
• Decision maker for Release of Information for the region
• Handle face to face and telephone enquiries from the public requiring up to date knowledge of various Government legislations
• Online receipting and invoicing
• Maintain databases for correspondence and incident notifications
• Complete online plant and equipment registrations
• Process Individual Tax Returns requiring ability to follow procedures and use various in-house computer programs
• Contact clients to discuss tax matters in a professional manner in accordance with strict ATO standards
• Interpret and apply the tax law and complete calculations as required
• Work to deadlines and performance targets requiring effective organisational and time management skills
• Maintain confidentiality of sensitive information at all times
• Work autonomously in a team environment
• Prepare manning lists, arrange pre-employment medicals, Letters of Employment and obtain all new employee details in a timely manner for payroll purposes
• Monitor and report on project expenditure to ensure adherence to budgetary requirements
• Management of materials for each project including ordering, freight, receipting and stock control
• Document Control for Quality Assurance
• Arrange all travel and accommodation bookings for both domestic and international employees for each Shutdown project (due to the nature of Shutdown work these arrangements are usually required at last minute without notice)
• Liaise with QN representatives to gain Site Access and Inductions for each employee required on site with a workforce of up to 100 contractors
• Enter daily timesheets within time restrictions for QN (formerly BHP Billiton) representatives to authorise, requiring a high level of efficiency and accuracy
• Respond to queries regarding pay conditions in accordance with EBA and IR Laws
• Maintain a training register with personnel details, competencies and qualifications
• Source quotes and raise Purchase Requisitions for all incoming goods required on site
• Hazard, Near Miss and Incident Reporting
• Adhere to strict safety policies enforced by QN
• Work autonomously without supervision to achieve daily targets
• Record and distribute Daily Production Figures for Open Cut Department within set time constraints
• Human Resource duties including coordinate employee start dates, maintain current personnel files and process leave and overtime applications
• Maintain an accurate daily record of employee attendances and rosters for Payroll Department/Camp Management
• Provide support to all key Department Managers and Superintendents as required
• Ordering and issuing of goods required using software package: Pronto-XI (Costing and Logistics System)
• Maintain and close work orders for various Departments using Pronto-XI
• Process performance based payroll contract for workforce of approximately 100 employees within strict deadlines
• Accounts Payable duties including raising purchase orders, receiving goods and processing invoice payments using Pronto-XI
• Complete Daily and Monthly Mine Site Reports requiring thorough knowledge and understanding of information systems
• Arrange all chartered/commercial flights, accommodation and travel requirements
• Human Resources duties such as hiring new staff and arranging Pre-employment Medicals
• Attend Weekly Planning Meetings representing Administration Department, recording and distributing minutes
• Liaising with various suppliers to obtain quotes, often minimising company expenditure
• Maintain Personnel Training Records
• Mines Rescue member
• Provide a first rate level of customer service to both clients and employers, in accordance with the Employment Services Contract 3; monitored by the Department of Employment and Workplace Relations (DEWR)
• Handle enquiries in a professional and timely manner in accordance with strict governmental guidelines and privacy policies
• Facilitating daily duties for administrative team to meet strict company deadlines and achieve Key Performance Indicators
• Interviewing clients from a wide range of cultural, social and economical backgrounds
• Successfully represented the company in the marketplace, working autonomously and in team environments, corresponding with a variety of clients, generating leads for an established company in accordance with the Privacy Act
• Performed all administrative and reporting duties effectively meeting all organisational objectives, maintaining company ethics, policies and procedures
• Reviewed operations and restructured administration procedures, creating filing systems, promotional campaigns and customer service systems
• Conducted recruitment, induction and training of new staff
• Contributed to regular management meetings and increased bookings for photographic sittings
• Fostered a highly positive attitude within the work environment, monitoring performance and efficiency, making modifications as required
• Attend to all correspondence with clients throughout metropolitan and regional Australia
Dean's Commendation for Creditable Performance