APS 5 Level Complaints Officer

HOBAN Recruitment is seeking experienced and motivated APS5 level Complaints Officers for positions based in either Ipswich or Chermside, Brisbane.
These roles support critical complaint-handling and incident‑management functions within a major federal agency. You will play a key part in ensuring participants receive high‑quality, timely and respectful service.

About the Role
In this APS5 level role, you will manage escalated complaints and/or participant critical incidents, working in a dynamic, fast‑paced environment. Responsibilities may include:

Complaints Resolution

• Assess, record, manage and resolve escalated complaints.
• Communicate professionally with participants, representatives and internal stakeholders via calls and written correspondence.
• Maintain accurate and timely records in the Agency CRM (PACE)
• Contribute to day‑to‑day operations and support strategic branch objectives.

Participant Critical Incidents

• Monitor, record and maintain accurate incident data according to policy and procedure.
• Assess incident information, identify risks and ensure appropriate escalation pathways.
• Liaise with stakeholders to support coordinated responses and prepare documentation for decision-making.
• Manage highly sensitive and potentially distressing information with professionalism and care.

Benefits

• Competitive pay rate of $55.24 per hour, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Opportunity to contribute to meaningful outcomes for people with disability.
• Fast‑paced, high‑impact federal government environment.
• Hybrid work arrangements depending on business needs.
• Access to wellbeing and support resources within the agency's framework. ]

About You
We are seeking resilient and capable professionals who can demonstrate:

• A positive, contemporary attitude to people with disability.
• Adaptable communication and strong interpersonal skills.
• The ability to manage sensitive and confidential information.
• Proven ability to work autonomously and meet deadlines in a dynamic environment.
• High levels of integrity and professionalism.
• Resilience and emotional intelligence when handling distressing or complex matters.

Desirable: Experience in the disability or allied health sector.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions on MONDAY 23rd March 2026 COB.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.