APS5 Complaints Officer (2 Positions)

About the role

Randstad is recruiting two APS5 Complaints Officers for a Federal Government client, based in Richmond, Victoria (also available in Geelong or Broadmeadows). At a senior operational level, you will manage escalated, moderately complex complaints or critical participant incidents, liaising with participants, authorised nominees, senior internal teams and external oversight bodies. Australian citizenship is mandatory.

Key responsibilities

• Manage end-to-end escalated complaints, including detailed assessment, evidence gathering and resolution within required timeframes.
• Write high-quality correspondence and make professional, trauma-informed outbound phone calls with complainants and authorised representatives.
• Monitor, record and assess participant critical incidents, identify risk factors and ensure swift safeguarding escalations where needed.
• Maintain data integrity and case notes on internal platforms, including PACE and CRM systems.
• Apply legislative frameworks and internal policies to resolve operational challenges and support branch improvement.
• Use self-care and wellbeing strategies while handling high-risk, sensitive or distressing casework.

Required profile

• A positive contemporary attitude toward people with disability, with strong insight into participant advocacy and human rights.
• High-level verbal and written communication skills to de-escalate conflict and build stakeholder trust.
• Experience interpreting and applying legislation, policy and procedural guidelines.
• Ability to work independently on complex casework under tight deadlines in a fast-paced, high-volume environment.
• Resilience and professionalism when dealing with critical incidents.
• Australian citizenship is mandatory.

Required skills

• Legislative interpretation and application
• Complaints management
• PACE and CRM systems

Desirable: a background in disability, allied health, administrative law, statutory complaints management or healthcare safeguarding. The contract is a 6-month assignment with possible extensions, paid at $55.24 per hour plus superannuation.