APS5 Complaints Officer — 6-Month Contract (Victoria)

Select Aust Sydney; Melbourne; On-site; AUD 63,000 - 89,000; Full time

Job summary

Randstad in Australia invites two APS5 Complaints Officer contractors for a Federal Government client in Victoria. You will manage escalated, moderately complex complaints at a senior operational level, liaising with participants, nominees, internal teams and oversight bodies to resolve issues.

Responsibilities include end-to-end escalated complaints, evidence gathering, timely resolution, trauma-informed outbound calls, and meticulous case notes in PACE/CRM while applying relevant legislation

Qualifications

• Experience interpreting and applying legislation to resolve matters.
• High-level written and verbal communication to de-escalate conflicts.
• Ability to manage complex casework with tight deadlines.

Responsibilities

• Manage end-to-end escalated complaints and conduct detailed assessments.
• Gather evidence and resolve within required timeframes.
• Deliver high-quality written correspondence and trauma-informed outbound calls.
• Monitor critical incidents, identify risk, and ensure safeguarding escalations.
• Maintain data integrity and case notes in PACE and CRM systems.

Skills

Interpersonal communication

Legislative interpretation

Autonomy

Emotional intelligence

Resilience

Job description

Randstad in Australia invites two APS5 Complaints Officer contractors for a Federal Government client in Victoria. You will manage escalated, moderately complex complaints at a senior operational level, liaising with participants, nominees, internal teams and oversight bodies to resolve issues.

Responsibilities include end-to-end escalated complaints, evidence gathering, timely resolution, trauma-informed outbound calls, and meticulous case notes in PACE/CRM while applying relevant legislation