APS4 Complaints Officer

Randstad Pty; Melbourne; Sur place; AUD 50 000 - 71 000; Temps partiel

Résumé du poste

Randstad Pty is seeking an APS4 Complaints Officer to support a Federal Government client across Victoria, including Geelong, Broadmeadows and Richmond. The role requires coordinating complaint intake, triage, and resolution within established legislative frameworks, with a strong emphasis on privacy and stakeholder care.

Australian Citizenship is mandatory. The successful candidate will work in a structured environment, handling sensitive information and maintaining compliant records using CRM

Qualifications

• Experience supporting disability or human services sectors is advantageous.
• Proven ability to handle confidential information with discretion.
• Strong written and verbal communication with empathetic approach.

Responsabilités

• Coordinate intake and triage of complaints.
• Contact participants and stakeholders to acknowledge and gather information.
• Escalate complex matters per agency processes.
• Maintain accurate records using CRM systems and databases.
• Prepare correspondence, briefs, and branch reporting.

Connaissances

Contemporary Attitude

Communication & Stakeholder Care

Information Handling & Privacy

Time Management

Resilience & Professionalism

Description du poste

APS4 Complaints Officer

• Available Locations: Geelong, Broadmeadows, or Richmond (Victoria)
• Hourly Rate: $43.82 per hour + super
• Contract Term: 6-Month assignments with potential for further extensions
• Vacancies: 1 position available
• Australian Citizenship is MANDATORY requirement for this role.

About the Role

Join our Federal Government client in supporting the delivery of a world-leading scheme for Australians with disability. As an APS4 Complaints Officer, you will coordinate and support the resolution of complaints received from participants, families, advocates, and oversight bodies. You will work within established frameworks to ensure complaints are assessed, escalated, and resolved in accordance with legislation, agency policy, and the NDIS Participant Service Charter.

Key Responsibilities

• Support the intake and coordination of complaints received, assisting with point-of-entry resolution, assessment, logging, and triage.
• Contact participants and external stakeholders to acknowledge complaints, confirm receipt, and gather additional information.
• Escalate complex or sensitive matters in accordance with agency complaint-handling processes.
• Maintain thorough, accurate, and compliant records using business databases and CRM tools.
• Prepare and coordinate correspondence, briefings, and reporting across the branch.

Key Requirements & Skills

• Contemporary Attitude: A positive contemporary attitude toward people with disability, paired with an understanding of disability and its impact.
• Communication & Stakeholder Care: Adaptable written and verbal communication skills, with an empathetic approach to customer-facing issue resolution.
• Information Handling & Privacy: Proven ability to manage confidential and sensitive information with sound judgment and discretion.
• Time Management: Demonstrated ability to work autonomously in a fast-paced environment, balance shifting priorities, and achieve service charter timeframes.
• Resilience & Professionalism: Emotional intelligence and personal resilience to navigate challenging interactions and sensitive material with integrity.
• Desirable: Prior professional or lived experience within the disability, allied health, community services, or broader human services sector.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

qualification

• Background working with Disability
• Healthcare
• Administrative law
• complaints management or healthcare safeguarding is highly desirable