APS4 Complaints Officer

Talent International; Newcastle; Vor Ort; AUD 50.000 - 71.000; Vollzeit

Zusammenfassung

Talent International is recruiting for an APS4 Complaints Officer to work for a Federal Government client in Newcastle. The role is a 6-month contract with extension potential and pays $43.82 per hour plus super. 7.6 hours per day / 38 hours per week.

The position supports complaint resolution and collaboration with the public, internal teams, agencies and oversight bodies to identify underlying issues. We are seeking a resilient, empathetic professional with strong customer service and

Qualifikationen

• Experience in customer-facing roles, including resolving issues and delivering quality service.
• Strong organisational skills to manage competing priorities and maintain accurate records.
• Proficiency with CRM systems, databases and communication tools.
• Experience interpreting and applying legislation to support complaint resolution.
• Empathetic communication style and ability to advise on moderately complex matters.
• Motivation, resilience and adaptability when priorities change.

Aufgaben

• Support the coordination of incoming complaints, resolving matters at first contact and recording or referring as required.
• Liaise with stakeholders to acknowledge referred complaints and gather relevant information.
• Escalate complaints in line with established complaint handling procedures.
• Maintain accurate and current records across systems.
• Support branch correspondence, briefing and reporting activities.
• Responsibilities may change in line with operational priorities.

Kenntnisse

Customer service

Complaint handling

Empathetic communication

Adaptability

Disability awareness

Tools

CRM systems

Jobbeschreibung

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.