APS5 Complaints Officer x2

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

Résumé du poste

Randstad is seeking two APS5 Complaints Officers for a Federal Government client. Based in Geelong, Broadmeadows, or Richmond (Victoria), you will manage escalated, moderately complex complaints and liaise with participants, nominees, senior internal teams, and external oversight bodies.

This is a 6-month contract with potential extensions. The role pays $55.24 per hour plus super. Australian citizenship is mandatory to apply.

Qualifications

• Experience interpreting legislation and policy to resolve matters.
• Strong advocacy and human rights understanding.
• Ability to manage escalated complex complaints under deadlines.
• Trauma-informed communication with participants and representatives.

Responsabilités

• Manage end-to-end escalated complaints and investigations within deadlines.
• Prepare clear written communications and conduct professional calls with stakeholders.
• Monitor critical incidents and escalate safeguarding when required.
• Maintain case notes and data integrity across systems (PACE/CRM).
• Apply relevant legislation and policies to resolve issues and improve processes.
• Demonstrate resilience and self-care when handling distressing cases.

Connaissances

Contemporary attitude

Interpersonal skills

Legislative interpretation

Autonomy

Emotional resilience

Disability background

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