APS4 Complaints Officer — 6-Month Contract (Newcastle)

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Complaint handling

Empathetic communication

Adaptability

Disability awareness

Tools

CRM systems

Job description

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