Complaints & Governance Officer

PX Resources; Sydney; On-site; AUD 85,000 - 115,000; Full time

Job summary

PX Resources invites applications for a governance, risk and assurance professional focused on complaints handling, investigations and complex matters. The role emphasizes judgement, emotional intelligence and clear communication to resolve issues and support ISO obligations.

Based in Sydney, you’ll own intake, triage and escalation decisions, contribute to risk registers and governance reporting, and assist with secretariat duties as required.

Qualifications

• Strong experience in complaints, investigations, dispute resolution or case management.
• Background in governance, risk, compliance or assurance desirable.
• High emotional intelligence and excellent written/verbal communication.

Responsibilities

• Own and support intake, assessment, triage, investigation and resolution of complaints.
• Recognise escalation needs and escalate appropriately.
• Support enterprise risk management including risk register reviews.
• Contribute to governance reporting and ISO obligations.
• Assist with Company Secretariat / governance support as required.

Skills

Complaints handling

Investigations

Dispute resolution

Case management

Governance / risk

Job description

Our client is a well-established national not-for-profit with a strong social and economic purpose.

This role has a big focus on complaints handling including sensitive and complex matters where judgement, EQ and strong communication matter. It also covers risk assessments, risk registers, ISO obligations and assurance activities.

This role would suit a hands-on, curious and emotionally intelligent complaints or investigations candidate looking to broaden their exposure across governance, risk, compliance and assurance.

The opportunity

• Own and support the intake, assessment, triage, investigate and resolution of internal and external complaints. Recognise when a matter can be handled directly and when it needs escalation.
• Support enterprise risk management, including risk register reviews and continuous improvement of the risk framework.
• Contribute to governance and organisational reporting requirements.
• Ensure compliance with ISO standards (quality, safety, environment) across the organisation.
• Assist with Company Secretariat / governance support to the broader function.

Our client is a well-established national not-for-profit with a strong social and economic purpose.

This role has a big focus on complaints handling including sensitive and complex matters where judgement, EQ and strong communication matter. It also covers risk assessments, risk registers, ISO obligations and assurance activities.

This role would suit a hands-on, curious and emotionally intelligent complaints or investigations candidate looking to broaden their exposure across governance, risk, compliance and assurance.

The opportunity

• Own and support the intake, assessment, triage, investigate and resolution of internal and external complaints. Recognise when a matter can be handled directly and when it needs escalation.
• Support enterprise risk management, including risk register reviews and continuous improvement of the risk framework.
• Contribute to governance and organisational reporting requirements.
• Ensure compliance with ISO standards (quality, safety, environment) across the organisation.
• Assist with Company Secretariat / governance support to the broader function.

What we’re looking for

• Strong experience in complaints, investigations, dispute resolution, case management or a related governance / risk environment.
• Background in aged care or service related industries are desirable.
• High emotional intelligence, maturity and the confidence to deal with sensitive or emotionally charged matters.
• Excellent written and verbal communication skills.
• Curiosity and willingness to learn across a broad governance, risk and assurance remit.
• Some exposure to risk management, legislation/regulation, governance or compliance would be highly regarded.
• A respectful, culturally aware approach and genuine interest in the organisation’s purpose and work.

This is a great opportunity to broaden your experience from complaints/investigations into governance, risk and assurance. You will have real ownership, stakeholder exposure and the opportunity to contribute to organisational improvement.

If your background sits across complaints, investigations, governance or risk, and you’re known for good judgement and the way you handle difficult conversations, we’d like to hear from you.