APS4 Complaints Officer

Talent Corp; Newcastle; On-site; AUD 50,000 - 71,000; Full time

Job summary

Talent International is recruiting an APS4 Complaints Officer to work for a Federal Government client at Newcastle. The position is a 6-month contract with the possibility of extension. The role pays 43.82 per hour + Super.

7.6 hours per day and 38 hours per week. This opportunity suits a resilient, empathetic professional with strong customer service and complaint handling skills. You will work closely with members of the public, internal teams and external agencies to support complaint

Qualifications

• Experience in customer-facing roles, including resolving issues and delivering quality service.
• Ability to manage sensitive information and maintain accurate records.
• Proficiency with CRM systems and databases.
• Experience interpreting and applying legislation to support complaint resolution.

Responsibilities

• Coordinate incoming complaints, resolve at first contact, record and refer as required.
• Liaise with stakeholders to acknowledge referred complaints and gather relevant information.
• Escalate complaints following established procedures.
• Maintain accurate records across systems and support reporting activities.

Skills

Customer service

Complaint handling

CRM systems

Record keeping

Tools

CRM software

Job description

Newcastle, Newcastle, Maitland and Hunter NSW

Government to Federal (Government and Defence)

Contract/Temp

Up to 43.82 p.d.

Customer Service

Record Keeping

Talent International is currently recruiting for an APS4 Complaints Officer to work for one of our Federal Government clients at Newcastle. The position is a 6-month contract with the possibility of extension. The role pays 43.82 per hour + Super.

7.6 hours per day and 38 hours per week

This opportunity suits a resilient, empathetic professional with strong customer service and complaint handling skills. You will work closely with members of the public, internal teams, external agencies and oversight bodies to support complaint resolution and identify underlying issues.

About the role

Your responsibilities will include:

• Supporting the coordination of incoming complaints, including resolving matters at the first point of contact, assessing, recording and referring complaints as required.
• Liaising with stakeholders to acknowledge referred complaints and gather relevant information.
• Escalating complaints in accordance with established complaint handling procedures.
• Maintaining accurate and current records across relevant systems.
• Supporting branch correspondence, briefing and reporting activities.

Responsibilities may change in line with operational priorities.

About you

To be successful in this role, you will bring:

• Experience in customer-facing roles, including resolving issues, managing expectations and delivering quality service.
• Strong organisational skills, with the ability to manage competing priorities, handle sensitive information and maintain accurate records.
• Proficiency in CRM systems, databases and communication tools.
• Experience interpreting and applying legislation to support complaint resolution.
• An empathetic communication style and the ability to provide advice on moderately complex matters.
• Motivation, resilience and adaptability when responding to changing priorities.
• A positive attitude towards people with disability and an understanding of the impact disability can have on individuals.