Our client is a large values-focused Federal Government Agency seeking multiple APS4 & APS5 Complaints Officers to support the coordination and resolution of escalated complaints received from a range of sources.
This role suits someone who is empathetic, resilient, and confident working with sensitive information while meeting strict timeframes and delivering high quality outcomes.
ROLE DETAILS
Classification: APS4 (2 x positions) & APS5 (8 x positions)
Locations: Richmond, Broadmeadows or Geelong.
Contract: Initial term until 31 December 2026 (extension potential).
Rate: APS4: $43.82/hr + Super / APS5: $55.24/hr + Super
Eligibility: Australian Citizenship required (Federal Government)
ABOUT THE ROLE
* You will manage complaints end-to-end, including assessing information, recording details, resolving or referring matters, and ensuring deadlines are met.
* You'll liaise with participants/representatives and internal teams through quality written correspondence and professional outbound calls, while maintaining accurate records.
* There may also be exposure to monitoring and recording participant critical incidents, identifying risk factors, escalating appropriately, and supporting coordinated responses (depending on team allocation).
KEY RESPONSIBILITIES
* Manage complaints, including assessing information, recording details, resolving and referring as required.
* Manage escalated complaints and meet strict deadlines.
* Communicate with complainants and internal teams via written correspondence and outbound calls.
* Maintain accurate and timely records.
* Support day-to-day operational issues and contribute to team objectives.
* Where required: monitor and maintain incident data, assess risk factors, elevate appropriately, liaise with stakeholders, and prepare reports (critical incidents stream).
ESSENTIAL CRITERIA
* Positive contemporary attitude to people with disability.
* Adaptable communication and people skills.
* Ability to manage confidential and sensitive information.
* Ability to work autonomously in a dynamic, fast-paced environment and meet timeframes.
* Resilience and emotional intelligence when exposed to sensitive or potentially distressing information.
* High levels of integrity and professionalism aligned to values and mission.
DESIRABLE
* Experience in the disability or allied health sector.
APPLICATIONS CLOSE
Monday, 23rd March 2026
APPLY
Submit your resume, or for further information please contact:
Reece Prideaux - Talent International
For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career.
#J-18808-Ljbffr