APS 4 Complaints Officer

Are you an experienced and professional complaints or case management practitioner seeking an opportunity to contribute to complaints resolution and stakeholder support within a federal government environment? A federal government agency is seeking an APS4 Complaints Officer to coordinate and assist in resolving complaints, support stakeholder engagement and maintain accurate complaint records within a professional and collaborative team environment.

Role Details:

• Job Title: APS4 Complaints Officer
• Type: Labour hire assignment, Full time hours
• Location: Chermside
• Rate: $43.82 p/h + Superannuation

About the Role

The APS4 Complaints Officer operates within a structured complaints management framework to coordinate and support the resolution of 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 coordination and escalation of complaints by assessing information, identifying risks and ensuring appropriate referral pathways are followed. The APS4 Complaints Officer works both independently and collaboratively within a team environment, exercising sound judgement, empathy and professionalism when managing sensitive matters.

Key Responsibilities

• Support the coordination of complaints received by the agency including assessing information, recording details and resolving or referring matters as required
• Manage complaint intake activities and resolve issues at the point of entry where appropriate
• Escalate complaints in accordance with established complaint handling processes and procedures
• Contact internal teams and stakeholders to confirm receipt of referred complaints and gather relevant information
• Maintain accurate and timely complaint records within internal case management systems
• Prepare clear written correspondence and assist with stakeholder communications relating to complaints matters
• Support the preparation of reports, briefing materials and documentation to support operational oversight and compliance
• Liaise with internal teams and external stakeholders to facilitate coordinated complaint responses
• Maintain confidentiality and manage sensitive information in accordance with legislative and organisational requirements
• Contribute to maintaining accurate team records and supporting branch reporting activities
• Other duties as required

Mandatory Requirements

• Must be an Australian Citizen
• Experience working in complaints handling, customer service or case coordination environments
• Strong written and verbal communication skills with the ability to prepare professional correspondence
• Ability to assess information and follow established policies, procedures and escalation pathways
• Highly developed interpersonal skills with the ability to communicate with empathy and professionalism
• Strong organisational skills with the ability to manage competing priorities and 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 community service environments
• Experience using CRM or case management systems to track complaints and correspondence
• Strong stakeholder engagement and problem-solving skills

Apply now!

This is an excellent opportunity to contribute to a professional federal government team supporting complaints coordination, stakeholder engagement 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.