APS4 Complaints Officer

About the role

A Federal Government client is recruiting an APS4 Complaints Officer to support a world-leading scheme for Australians with disability. The officer coordinates and supports the resolution of complaints from participants, families, advocates and oversight bodies, working within established frameworks so that complaints are assessed, escalated and resolved in line with legislation, agency policy and the NDIS Participant Service Charter. Available locations are Geelong, Broadmeadows or Richmond (Victoria).

Key responsibilities

• Support the intake and coordination of complaints, including point-of-entry resolution, assessment, logging and triage.
• Contact participants and external stakeholders to acknowledge complaints, confirm receipt and gather additional information.
• Escalate complex or sensitive matters according to agency complaint-handling processes.
• Maintain accurate, compliant records using business databases and CRM tools.
• Prepare and coordinate correspondence, briefings and reporting across the branch.

Required profile

• Australian citizenship is mandatory.
• Contemporary attitude toward people with disability, with an understanding of disability and its impact.
• Adaptable written and verbal communication, with an empathetic approach to customer-facing issue resolution.
• Ability to handle confidential and sensitive information with discretion.
• Ability to work autonomously in a fast-paced environment, balancing shifting priorities and meeting service charter timeframes.
• Emotional intelligence and resilience to handle challenging interactions and sensitive material with integrity.
• Desirable: prior professional or lived experience in disability, allied health, community services or human services; knowledge of complaints management or healthcare safeguarding is highly desirable.

What we offer

• Hourly rate of $43.82 plus superannuation.
• 6-month contract assignments with potential for further extensions.
• One position available.