People Services Coordinator

Located at CFA Headquarters, Burwood East & WFH Full time, Ongoing PTA 4 $89,586 pa (plus 11.5% superannuation)

The CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week.

With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA.

Want to read more about the Country Fire Authority (CFA) click here.

About the Role

The People Services Coordinator focuses on coordinating and supporting complaints resolution processes, assisting HR Business Partners in managing complaints and supporting HR programs and initiatives. This role also includes serving as the Hearings Registrar.

Key Responsibilities:

• Triage new complaints, direct them to the appropriate case manager, acknowledge receipt to the complainant and continuously monitor the complaint through the resolution process.
• Ensure effective case management and resolution of both internal and external complaints that are less complex in nature
• Provide coordination and support to facilitate high-quality outcomes in complaint resolution processes.

Other responsibilities of the role include leveraging strong customer service and administrative skills to build and maintain stakeholder relationships, manage and coordinate documentation and improve and maintain databases and systems. The role also focuses on efficiency by serving as Hearings Registrar with administrative support and logistics management, coordinating HR programs and training sessions, managing invoices and tracking costs and assisting the Head of People Services in team management and reporting.

About You

Our ideal candidate will be able to demonstrate the following:

• Possess skills, knowledge and experience in complaints handling / dispute resolution and administration and coordination of the same
• Ability to pay close attention to accuracy, detail and process, and bring strong emotional intelligence to the work of dealing with complainants and stakeholders.
• Excellent communication and interpersonal skills, with demonstrated ability to develop and maintain strong and cooperative relationships with internal and external stakeholders at all levels.
• High level organisational and time-management skills with an ability to manage and coordinate a range of activities, often complex and sensitive in nature.
• Possess a strong understanding and respect for privacy, confidentiality and data security,
• Is proactive in seeking to align day-to-day tasks to the technical principles outlined for the role and is clearly contributing to changing the culture of the CFA through the execution of their role.
• Flexible and responsive to change, a strong team player capable of working as part of a team and independently as required. Proactive self-starter, collaborative and open with a credible and engaging demeanour.
• The incumbent will appreciate the need for collaboration and a united approach to strategy and business objectives.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Growth Opportunities: Learning and development
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Healthy for Life programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Your Application

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