Complaints and Feedback Officer

Department of Housing and Works; City Of Stirling; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible work options

Extended leave

Modern workspaces

Health/wlexible discounts

Wellness programs

Diversity initiatives

Job summary

Department of Housing and Works in Western Australia seeks a dedicated Complaints Handling Officer to join the Professional Standards team. You will investigate and respond to customer feedback and complaints across the department, liaising with staff and the Ombudsman WA as required.

You will promote best practices in complaints management, analyse trends, and help develop improved processes to enhance departmental services.

Qualifications

• Experience in complaints handling or customer feedback management is desirable.
• Strong communication and interpersonal skills; ability to liaise across departments.

Responsibilities

• Manage, assess, and investigate complaints received by the Department in a fair and prompt manner.
• Promote best practices in complaints management and reporting.
• Analyse complaint trends to inform service improvements and policy.
• Contribute to development of processes to enhance feedback handling across the department.

Job description

Come join the team at the new Department of Housing and Works. The Department of Housing and Works delivers and maintains essential social housing and critical infrastructure across Western Australia—including schools, hospitals and police facilities. We manage tenancy services, support housing provision in remote Aboriginal communities, and oversee government employee accommodation. Through office accommodation solutions, State Fleet management, procurement, planning and asset policy, we empower other government agencies to deliver their best. We actively encourage applications from Aboriginal and Torres Strait Islander people, people with disability, youth, people of diverse sexualities and genders, and culturally and linguistically diverse people. We are committed to ensuring our hiring processes are inclusive. If you are an Aboriginal and Torres Strait Islander person, a young person or a person with a disability seeking support with your application, please reach out to Jobs and Skills WA by calling 13 64 64. If you are a person living with disability and require adjustments or accommodations during the recruitment process, please contact Andrew Salter on 0457 780 100 or via email at [e-mail] . You can also reach us through the National Relay Service .

When you join us, you can enjoy a variety of benefits, including:

• flexible work options, including working from home up to 2 days per week professional development , training, and on-the-job learning to advance your career
• generous leave entitlements , which include 4 weeks annual leave, 3 public service holidays each year, accrued long service leave every 7 years and an option to purchase additional leave each year. Access to cultural leave for Aboriginal and Torres Strait Islander people
• modern workspaces, where you choose your workspace that assists you to do your best work
• access to activity-based work hubs in the CBD, Fremantle and Joondalup for ad hoc flexible work
• corporate discounts with selected health insurance providers and access to wellness programs
• Opportunity to contribute to diversity, inclusion, and cultural initiatives across the department, including networks and working groups that promote equity and belonging.

About The Role

This position is responsible for working within the Professional Standards team to handle, investigate and respond to customer feedback and complaints. As these matters can come from across the department, the position liaises extensively with staff from across the department, as well as the Ombudsman WA staff for some matters.

Key role responsibilities include

• Manages, assesses, and investigates complaints received by the Department in an efficient, fair and prompt manner and in compliance with legislative and regulatory requirements;
• Promotes good complaints management practices
• Analyses complaints to provide advice and suggestions for continuous improvement of Departmental services, including regular reporting on trends and issues;
• Contributes to the development of processes and procedures to improve Departmental feedback and complaints management process.

About You

This position receives and manages customer feedback and complaints, working across the department to resolve these issues for our customers. You will be a resilient person, able to communicate effectively with a broad variety of people – from our customers to staff from across the department and in other agencies. You will have patience, empathy and the ability to assess matters against departmental policy and procedure, identifying areas where improvements could be made. You will also be able to work within a small team, working from several work locations. The position operates in Personal Leadership context. This means that you are required to demonstrate personal accountability for delivering excellence and support your team and agency in delivering strategic goals. You will be expected to build and nurture relationships and be willing to seek feedback and learn.

Currently there is one (1) permanent full-time position available for filling. Whilst this selection process will initially be used to appoint to this advertised vacancy, it may also be used to appoint to similar positions that may arise in the Agency within the next twelve (12) months on a full-time, part-time, permanent or fixed-term basis with the possibility of further extension(s) and/or permanency.