APS5 Complaints Officer x2

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

Job Type: Contract position | Full time position

Job Description
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.