APS5 Complaints Officer x2

Randstad Pty; Geelong; Sur place; AUD 63 000 - 89 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Contemporary Attitude

Advanced Interpersonal Skills

Legislative Interpretation

Autonomy & Workflow Ownership

Emotional Intelligence & Resilience

Disability/Safeguarding (Desirable)

Description du poste

APS5 Complaints Officer

• Available Locations: Geelong, Broadmeadows, or Richmond (Victoria)
• Hourly Rate: $55.24 per hour + super
• Contract Term: 6-Month assignments with potential for further extensions
• Vacancies: 2 positions available
• Australian Citizenship is MANDATORY requirement for this role.

About the Role

We are seeking two skilled, empathetic, and analytical professionals to step into APS5 Complaints Officer roles for our Federal Government client. Operating at a senior operational level, you will manage escalated, moderately complex complaints or critical participant incidents. You will liaise directly with participants, authorised nominees, senior internal teams, and external oversight bodies to resolve systemic or nuanced issues while upholding participant safeguards.

Key Responsibilities

• Manage end-to-end escalated complaints, conducting detailed assessments, evidence gathering, and resolution within required timeframes.
• Deliver high-quality written correspondence and conduct professional, trauma-informed outbound phone calls with complainants and authorised representatives.
• Monitor, record, and assess participant critical incidents, identifying risk factors and ensuring swift safeguarding escalations where required.
• Maintain data integrity and case notes across internal platforms (including PACE and CRM systems).
• Interpret and apply legislative frameworks and internal policies to resolve operational challenges and support continuous branch improvement.
• Proactively apply self-care and wellbeing strategies while managing exposure to high-risk, sensitive, or distressing casework.

Key Requirements & Skills

• Contemporary Attitude: A positive contemporary attitude toward people with disability, alongside strong insight into participant advocacy and human rights.
• Advanced Interpersonal Skills: High-level verbal and written communication skills to de-escalate conflicts, communicate complex outcomes clearly, and build stakeholder trust.
• Legislative Interpretation: Experience interpreting and applying legislation, policy, and procedural guidelines to resolve multi-faceted matters.
• Autonomy & Workflow Ownership: Ability to handle complex casework independently under tight deadlines in a fast-paced, high-volume operational setting.
• Emotional Intelligence & Resilience: Demonstrated resilience, self-awareness, and professionalism when dealing with critical incidents and distressing subject matter.
• Desirable: Background in disability, allied health, administrative law, statutory complaints management, or healthcare safeguarding.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

qualification

• Background working with Disability
• Healthcare
• Administrative law
• complaints management or healthcare safeguarding is highly desirable