APS4 Complaints Officer - Federal Govt (Newcastle)

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

Job summary

Talent International is currently recruiting for an APS4 Complaints Officer to work for a Federal Government client in 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 an empathetic and resilient professional with experience managing complaints, resolving complex enquiries and handling sensitive information.

Qualifications

• Experience in customer-facing roles.
• Strong organisational skills and ability to manage competing priorities.
• Experience handling sensitive information and following procedures.
• Proficiency with CRM systems and communication tools.
• Experience interpreting and applying legislation to support complaint resolution.
• Strong written and verbal communication with empathetic approach.
• Motivation, resilience and adaptability in challenging situations.
• Positive attitude towards people with disability and understanding of its impact.

Responsibilities

• Managing complaints, including assessing information, recording details, resolving matters and making referrals.
• Managing escalated complaints while meeting deadlines.
• Communicating with participants, authorised representatives and internal teams through professional outbound calls and quality written correspondence.
• Maintaining accurate and timely complaint records within PACE.
• Supporting the resolution of operational issues and contributing to branch objectives.
• Monitoring, recording and maintaining accurate participant critical incident data.
• Assessing incident information, identifying risk factors and escalation pathways to safeguard participants.
• Liaising with stakeholders to gather information and support coordinated responses.
• Preparing reports and documentation to support decision-making and compliance.
• Maintaining confidentiality and managing sensitive information in line with legislative and organisational requirements.
• Applying self-care and wellbeing strategies when working with potentially distressing information.

Skills

Customer-facing

Organisational skills

Sensitive information handling

CRM systems

Legislation interpretation

Written and verbal communication

Empathy

Resilience

Tools

CRM systems

Job description

Talent International is currently recruiting for an APS4 Complaints Officer to work for a Federal Government client in 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 an empathetic and resilient professional with experience managing complaints, resolving complex enquiries and handling sensitive information.