APS5 Complaints Officer - Trauma-Informed Resolution

Randstad Pty; Geelong; On-site; AUD 63,000 - 89,000; Full time

Job summary

Randstad Pty is seeking two APS5 Complaints Officers in Geelong (and other Victorian locations) to manage escalated complaints for a federal government client. The role requires engaging with participants, nominees, and oversight bodies to resolve nuanced issues while upholding safeguards.

These positions require Australian citizenship, with an hourly rate of $55.24 plus super. Six-month contracts with potential extensions, and two vacancies across Geelong, Broadmeadows or Richmond.

Qualifications

• Experience interpreting and applying legislation, policy, and guidelines to resolve matters.
• Ability to manage complex casework independently under deadlines in a fast-paced environment.
• Strong communication skills to de-escalate conflicts and articulate outcomes clearly.
• Experience or exposure to disability, safeguarding, or healthcare contexts is desirable.

Responsibilities

• Manage end-to-end escalated complaints with detailed assessments and timely resolutions.
• Prepare high-quality written correspondence and conduct trauma-informed outbound calls.
• Monitor participant critical incidents and trigger safeguarding escalations where needed.
• Maintain accurate case notes across platforms (PACE and CRM).
• Apply legislated frameworks and internal policies to resolve operational challenges.
• Prioritize wellbeing and self-care when handling high-risk or distressing cases.

Skills

Contemporary Attitude

Advanced Interpersonal Skills

Legislative Interpretation

Autonomy & Workflow Ownership

Emotional Intelligence & Resilience

Disability/Safeguarding (Desirable)

Job description

Randstad Pty is seeking two APS5 Complaints Officers in Geelong (and other Victorian locations) to manage escalated complaints for a federal government client. The role requires engaging with participants, nominees, and oversight bodies to resolve nuanced issues while upholding safeguards.

These positions require Australian citizenship, with an hourly rate of $55.24 plus super. Six-month contracts with potential extensions, and two vacancies across Geelong, Broadmeadows or Richmond.