APS 5 Complaints Officer

Are you an experienced and professional complaints or case management practitioner seeking an opportunity to contribute to complaints resolution and participant safeguarding within a federal government environment? A federal government agency is seeking an APS5 Complaints Officer to manage and resolve complaints, support critical incident monitoring and provide high quality stakeholder communication within a professional and collaborative team environment.

Role Details:

• Job Title: APS5 Complaints Officer
• Type: Labour hire assignment, Full time hours
• Location: Ipswich
• Rate: $55.24 p/h + Superannuation

About the Role
The APS5 Complaints Officer operates within a structured complaints management framework to coordinate and resolve escalated complaints received from members of the public and stakeholders. The role involves assessing complaint information, maintaining accurate records, communicating professionally with complainants and internal teams, and ensuring matters are managed in accordance with legislation, policies and service charter timeframes.

This position contributes to the effective management of complaints and critical incidents by assessing information, identifying risks and ensuring appropriate escalation pathways are followed. The APS5 Complaints Officer works both independently and collaboratively within a team environment, exercising sound judgement, empathy and professionalism when managing sensitive and potentially complex matters.

Key Responsibilities

• Manage complaints received by the agency including assessing information, recording details, resolving or referring matters as required
• Coordinate escalated complaints and ensure strict response timeframes are met
• Prepare clear written correspondence and undertake professional outbound calls to complainants and authorised representatives
• Maintain accurate and timely complaint records within internal case management systems
• Monitor and record participant critical incident information in accordance with agency policies and procedures
• Assess incident information to identify risks and ensure appropriate escalation pathways are followed
• Liaise with internal teams and external stakeholders to gather information and support coordinated responses
• Prepare reports and documentation to support compliance, decision making and operational oversight
• Maintain confidentiality and manage sensitive information in accordance with legislative and organisational requirements
• Support the team in addressing operational issues and contributing to broader complaints management objectives
• Other duties as required

Mandatory Requirements

• Must be an Australian Citizen
• Experience managing complaints, casework or customer resolution matters
• Strong written and verbal communication skills with the ability to prepare professional correspondence
• Ability to assess information and apply policy, procedures or legislation to resolve matters
• Highly developed interpersonal skills and the ability to manage sensitive conversations with empathy and professionalism
• Strong organisational skills with the ability to manage competing priorities and strict deadlines
• Ability to maintain accurate records and manage confidential information appropriately
• Ability to undertake required criminal history and background checks

Highly Regarded

• Experience working within a government or regulated policy environment
• Experience in complaints handling, investigations or case management roles
• Understanding of disability services, safeguarding or participant support environments
• Experience working with incident management or risk escalation processes
• Strong stakeholder engagement and problem-solving skills

Apply now!

This is an excellent opportunity to contribute to a professional federal government team supporting complaints resolution, participant safeguarding and the effective management of sensitive matters within a structured and collaborative environment.

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.