APS4/APS5 Complaints Resolution Officer – Federal Government

Talent; Melbourne; On-site; AUD 60,000 - 76,000; Full time

Job summary

Talent is seeking Complaints Resolution Officers across APS4 and APS5 levels to support management and resolution of complaints, participant enquiries and complex service delivery matters.

Roles suit candidates with strong complaint handling, customer service and case management experience who can navigate sensitive situations and work within legislation and policies. 6-month contract, full-time hours, citizenship mandatory.

Qualifications

• Experience in complaints handling, customer service, case management or dispute resolution.
• Strong written and verbal communication and stakeholder engagement skills.
• Ability to handle sensitive or complex matters with empathy, resilience and professionalism.
• Strong attention to detail and experience managing accurate case records and documentation.
• Ability to interpret and apply legislation, policies and procedures.
• Confidence managing competing priorities and meeting deadlines.
• Experience using CRM, case management or similar business systems.

Responsibilities

• Assess, coordinate and resolve complaints in line with legislation, policies and procedures.
• Engage with participants, representatives and internal stakeholders to gather information and resolve issues.
• Manage complaint correspondence, outbound calls, referrals and escalations.
• Maintain accurate complaint records and documentation within CRM systems.
• Identify emerging issues, risks and appropriate escalation pathways.
• Support reporting, briefing and continuous improvement activities.
• Handle confidential and potentially distressing information professionally.

Skills

Complaints handling

Customer service

Case management

Dispute resolution

Stakeholder engagement

Empathy

Attention to detail

Legislation interpretation

Tools

CRM

Case management software

Job description

Talent is seeking Complaints Resolution Officers across APS4 and APS5 levels to support management and resolution of complaints, participant enquiries and complex service delivery matters.

Roles suit candidates with strong complaint handling, customer service and case management experience who can navigate sensitive situations and work within legislation and policies. 6-month contract, full-time hours, citizenship mandatory.