October 24, 2024

Australian Government - Department of Climate Change, Energy, the Environment and Water

Caseflow Administrator

APS 5 - $81,690 - $89,615
National Energy Transformation
Adelaide - SA, Brisbane - QLD, Canberra - ACT, Hobart - TAS, Melbourne - VIC, Perth - WA, Sydney - NSW

City based location with flexible work options Work as part of a collaborative and energetic team

Who we are
The Australian Energy Infrastructure Commissioner (AEIC) handles enquiries and complaints from community residents about wind farms, solar farms, energy storage facilities and new major transmission projects. The Commissioner is an independent non-statutory appointment by the Australian Government. The Commissioner reports directly to the Minister for Climate Change and Energy, and their Terms of Reference are available at www.aeic.gov.au

The Commissioner’s work directly contributes to the practical efficacy and social sustainability of Australia’s energy transition, both through helping local communities resolve concerns at a project-level and by undertaking broader efforts to promote transparency and best practices across projects, industry and governments. The Office of the AEIC supports the Commissioner’s multi-dimensional impact by providing professional expertise across the four key workflows of case-handling, stakeholder engagement, transparency and best practice, and operational support.

The Job
Receiving, referring, and resolving community concerns about new large-scale renewable energy infrastructure is foundational to the independent Commissioner's role. As part of a collaborative and energetic team, your work will be managed by the Case Resolution Officer and together you will ensure all incoming contacts from local community members are registered, acknowledged and efficiently handled to enable their timely consideration consistent with the Office’s ongoing policies and practices. The primary focus of the Caseflow Administrator is to ensure all incoming case information (primarily from a shared email inbox) is captured in key systems, and to assist in the production of caseflow data for both ongoing analysis and weekly, quarterly and annual reporting. With oversight and support from the whole team, and the Commissioner, you will also handle some cases from initiation through to closure/resolution, including liaising with internal and external stakeholders to clarify issues and seek practical outcomes.

What we are looking for
Knowledge and experience

Experience working on an external-facing (i.e. community engagement or customer enquiry/complaints) workflow within a large organisation
Proficiency in the use of a complaints management system (or experience with an equivalent record keeping and workflow platform, such as a customer relationship database)
Experience in effectively using MS Outlook, Excel and Word
Business letter / email and report writing skills

Skills and capabilities

Excellent verbal, interpersonal and written communication skills
Effective analytical and problem-solving skills
Resilience, resourcefulness and a constructive mindset in handling cases and engaging with community members, project proponents and other government stakeholders
Proficiency in preparing and maintaining electronic record keeping, including information handling to support decision-making processes and justifying conclusions reached during the case management process
Capability to collate data from multiple sources and systems to generate case summaries and other reports
Ability to be flexible, reliable and be able to contribute positively to a collegiate working environment
Excellent time management skills and strong attention to detail
The ability to build and sustain positive working relationships with internal and external stakeholders.

Eligibility and other requirements
Citizenship - To be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.

Security Clearance - This position requires a Baseline Vetting security clearance. You will be required to obtain and maintain a clearance at this level.

For additional information, please read the Job Description below.
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