APS5 Govt Complaints Officer (Hybrid)

Chandler Macleod Group; Newcastle; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangements available

Meaningful work that contributes to改善者

Supportive team environment

Job summary

Chandler Macleod Group in Australia is seeking a dedicated Complaints Officer to join a high-performing team handling complex complaints and supporting positive outcomes for participants. You will manage escalated complaints and ensure outcomes comply with legislation, policies and service standards while engaging with a broad range of stakeholders with empathy and professionalism.

The role emphasizes timely resolutions, accurate records, and the ability to navigate sensitive information.

Qualifications

• Experience managing complaints, investigations, case management, customer resolutions, or similar functions.
• Strong written and verbal communication skills with the ability to engage professionally with diverse stakeholders.
• Ability to interpret and apply legislation, policies, and procedures.
• Excellent organisational skills and the capacity to manage competing priorities in a fast-paced environment.
• Resilience, sound judgement, and the ability to work with sensitive and potentially distressing information.
• Genuine commitment to delivering high-quality customer outcomes and supporting people from diverse backgrounds.

Responsibilities

• Manage and assess complaints, including investigating issues, recording information, resolving matters, and making referrals where required.
• Handle escalated and sensitive matters while ensuring strict service deadlines are achieved.
• Communicate with customers, representatives, and internal stakeholders through professional written correspondence and outbound calls.
• Maintain accurate records and case notes within organisational systems.
• Assess information, identify risks, and follow appropriate escalation processes where required.
• Prepare reports and documentation to support decision-making, governance, and compliance requirements.

Skills

Complaints management

Investigations

Case management

Customer resolutions

Written and verbal communication

Legislation interpretation

Organisational skills

Resilience

Stakeholder engagement

Job description

Chandler Macleod Group in Australia is seeking a dedicated Complaints Officer to join a high-performing team handling complex complaints and supporting positive outcomes for participants. You will manage escalated complaints and ensure outcomes comply with legislation, policies and service standards while engaging with a broad range of stakeholders with empathy and professionalism.

The role emphasizes timely resolutions, accurate records, and the ability to navigate sensitive information.