This is a Complaints Triage Officer role with University of Sydney based in Camperdown, NSW, AU University of Sydney Role Seniority - mid level More about the Complaints Triage Officer role at University of Sydney Full time, fixed terms for two years – possibility of extension Drive a culture of empathy and outstanding customer care as a Complaints Triage Officer in a key project role Base Salary $103,185 - $111,237 17% About the opportunity Join a leading university team as a Complaints Triage Officer and play a pivotal role in ensuring fair, timely, and consistent resolution of complaints and enquiries. You’ll be at the heart of our complaints resolution framework - assessing, triaging, and coordinating matters with professionalism, empathy, and a strong customer service focus. We’re looking for someone who is genuinely interested in people and thrives on building connections. You enjoy engaging with others, are prepared to make phone calls, and have the persistence to follow things through to resolution. You’re a critical thinker and proactive problem-solver who can assess situations quickly and make sound decisions. This is your chance to make a real impact by improving processes, supporting stakeholders, and driving continuous improvement. Your key responsibilities will be to: Manage the intake, assessment, and triage of complaints using structured protocols. Apply sound judgment to determine severity, risk, and urgency, escalating complex matters when needed. Provide clear, empathetic advice to complainants, respondents, and stakeholders. Maintain accurate records and ensure compliance with legislation and university policy. Collaborate across faculties and specialist units for consistent resolution. Contribute to systemic improvements through data analysis and process refinement. About you A self-starter mindset with the confidence to work independently while being well supported by a collaborative team. Exceptional interpersonal skills and a commitment to service excellence, underpinned by a strong customer service background. Proven experience in complaints handling within regulatory, legal, or higher education environments. Strong analytical skills and the ability to manage sensitive, high-volume caseloads with empathy and professionalism. Knowledge of relevant legislation and best practice frameworks. Familiarity with university governance, student support services, and external regulatory bodies. Sponsorship / work rights for Australia You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment. Pre-employment checks Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment. EEO statement At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA. We welcome applications from candidates from all backgrounds. We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion. How to apply Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page. For a confidential discussion about the role, or if you require reasonable adjustment or support filling out this application, please contact Kristy Fairweather, Recruitment Operations, by email to kristy.fairweather@sydney.edu.au © The University of Sydney The University reserves the right not to proceed with any appointment. Click to view the Position Description for this role. Applications Close Friday 19 December 2025 11:59 PM Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the University of Sydney team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing complaints ⚖️ Applying judgment Providing advice Key Strengths Customer service Critical thinking Analytical skills Knowledge of legislation University governance Data analysis Why University of Sydney is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with University of Sydney not with Hatch.