APS5 Complaints Officer

About the role

HOBAN Recruitment is seeking an experienced and compassionate APS5 Complaints Officer for a Federal Government opportunity based in Newcastle, NSW. The role suits people who enjoy problem solving and can handle sensitive matters with empathy, professionalism and integrity. It is a full-time position of 37.5 hours per week, Monday to Friday, with an ASAP start date.

Key responsibilities

• Investigate, assess and resolve complaints in line with legislation, policies and service standards.
• Manage escalated and sensitive complaints while meeting strict deadlines.
• Communicate professionally with members of the public, authorised representatives and internal stakeholders by phone and in writing.
• Maintain accurate records and documentation within agency systems.
• Analyse information, identify risks and determine appropriate escalation pathways.
• Liaise with stakeholders to gather information and support complaint resolution.
• Handle confidential and sensitive information with discretion.
• Contribute to team objectives and continuous improvement initiatives.

Required profile

• A positive attitude towards people with disability.
• Strong communication and interpersonal skills with diverse stakeholders.
• Experience managing sensitive, confidential and complex information.
• Strong organisational skills, resilience and emotional intelligence when dealing with challenging matters.
• Sound judgement, integrity and professionalism.
• Ability to work autonomously and contribute to a team.
• Experience interpreting and applying legislation, policies or procedural frameworks.
• Attention to detail and record management skills.
• Desirable: experience in the disability, community services, allied health or related sector, and previous complaints handling, investigations, customer resolution or case management experience.
• Australian citizenship is required for this Federal Government role.

Required skills

• Proficiency with Microsoft Office and case management systems.

What we offer

• Pay of $55.24 per hour including casual loading.
• 12% superannuation.
• ASAP start date and full-time hours with a Monday to Friday schedule.
• Meaningful work supporting positive outcomes for people with disability.
• Opportunities to develop expertise in complaints resolution, stakeholder engagement and case management.