APS4 Complaints Officer (Federal Government)

About the role

HOBAN Recruitment is seeking an experienced and empathetic APS4-level Complaints Officer to join a high-performing Federal Government team based in Newcastle, NSW. The role suits customer-focused professionals who enjoy managing sensitive matters professionally and supporting people through complex situations. It is a full-time position of 37.5 hours per week, Monday to Friday, with an ASAP start date.

Key responsibilities

• Coordinate and resolve complaints, including assessment, recording, referral and resolution.
• Liaise with internal and external stakeholders to gather information and confirm receipt of referred complaints.
• Escalate matters in line with established complaint handling procedures.
• Maintain accurate records and contribute to case management.
• Assist with correspondence, briefing materials and reporting.
• Manage confidential and sensitive information with discretion.
• Work within legislative frameworks, policies and service standards.

Required profile

• A positive attitude towards people with disability.
• Strong communication and interpersonal skills, able to adapt to different audiences.
• Experience managing customer concerns, complaints or enquiries.
• Ability to work autonomously, prioritise competing tasks and meet deadlines.
• Integrity, professionalism and attention to detail; resilience with sensitive information.
• Experience keeping accurate records and applying policies, procedures or legislation.
• Desirable: experience in disability, allied health or community services, or in complaint handling, customer service, case management or government.
• Australian citizenship is required for this Federal Government role.

Required skills

• Confidence using Microsoft Office.
• Case management, CRM or database systems.

What we offer

• Pay of $43.82 per hour at APS 4 level, including casual loading.
• 12% superannuation.
• Hybrid work arrangements may be available after onboarding.