APS4 / APS5 Complaints Officers (Multiple Positions)

  • Australia
  • Melbourne
  • Contract
  • AU$43.82 - AU$55.24 per hour + Super

Our client is a large values-focused Federal Government Agency seeking multiple APS4 & APS5 Complaints Officers to support the coordination and resolution of escalated complaints received from a range of sources.

This role suits someone who is empathetic, resilient, and confident working with sensitive information while meeting strict timeframes and delivering high quality outcomes.

ROLE DETAILS
Classification: APS4 (2 x positions) & APS5 (8 x positions).
Locations: Richmond, Broadmeadows or Geelong.
Contract: Initial term until 31 December 2026 (extension potential).
Rate: APS4: $43.82/hr + Super / APS5: $55.24/hr + Super
Eligibility: Australian Citizenship required (Federal Government)

ABOUT THE ROLE

  • You will manage complaints end-to-end, including assessing information, recording details, resolving or referring matters, and ensuring deadlines are met.
  • You’ll liaise with participants/representatives and internal teams through quality written correspondence and professional outbound calls, while maintaining accurate records.
  • There may also be exposure to monitoring and recording participant critical incidents, identifying risk factors, escalating appropriately, and supporting coordinated responses (depending on team allocation).

KEY RESPONSIBILITIES:

  • Manage complaints, including assessing information, recording details, resolving and referring as required
  • Manage escalated complaints and meet strict deadlines
  • Communicate with complainants and internal teams via written correspondence and outbound calls
  • Maintain accurate and timely records.
  • Support day-to-day operational issues and contribute to team objectives
  • Where required: monitor and maintain incident data, assess risk factors, escalate appropriately, liaise with stakeholders, and prepare reports (critical incidents stream)

ESSENTIAL CRITERIA:

  • Positive contemporary attitude to people with disability
  • Adaptable communication and people skills
  • Ability to manage confidential and sensitive information
  • Ability to work autonomously in a dynamic, fast-paced environment and meet timeframes
  • Resilience and emotional intelligence when exposed to sensitive or potentially distressing information
  • High levels of integrity and professionalism aligned to values and mission

DESIRABLE

  • Experience in the disability or allied health sector

APPLICATIONS CLOSE: Monday, 23rd March 2026

APPLY
Submit your resume, or for further information please contact:
Reece Prideaux – Talent International
reece.prideaux@talentinternational.com

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