On behalf of a large Federal Government Agency we are seeking motivated and empathetic Complaints Officers (APS4 & APS5) to join a high-performing team supporting complaint resolution and incident management. In this role, you will work closely with members of the public, internal stakeholders, and external organisations to resolve complaints, assess incident information, and ensure accurate records and timely outcomes.
Contractsuntil 31 December 2026, with possibility of extension. The role(s) can be based in Richmond, Broadmeadows or Geelong.
Key Responsibilities
* Manage and coordinate complaints, including assessment, recording, resolution, and referral where required.
* Communicate with stakeholders through professional written correspondence and outbound calls.
* Maintain accurate records in CRM systems and ensure compliance with established procedures and timeframes.
* Assess information to identify risks, elevate issues where appropriate, and support coordinated responses.
* Liaise with internal teams and external stakeholders to gather information and support resolution activities.
* Prepare reports, briefings, and documentation to support decision-making and operational objectives.
About You
* Strong communication and stakeholder engagement skills.
* Experience managing sensitive information and maintaining accurate records.
* Ability to interpret and apply legislation, policies, and procedures.
* Customer-focused with experience resolving issues and managing expectations.
* Highly organised, resilient, and able to manage competing priorities.
* A positive and contemporary attitude towards people with disability and an understanding of its impact on individuals.
As this role is with a Federal Government Agency, applicants are required to be Australian Citizens.
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