Complaints & Investigations Specialist

Chandler Macleod; Australia; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangements

Meaningful work

Diversity and inclusion initiative

Job summary

Chandler Macleod is recruiting on behalf of our client for experienced and resilient Complaints Officers to join a high-performing team responsible for managing complex complaints and supporting positive outcomes for participants. You will work across varied government administration contexts, handling sensitive matters with professionalism.

The role focuses on managing escalated complaints, applying relevant legislation and policies, and delivering timely resolutions while engaging with diverse

Qualifications

• Experience managing complaints, investigations, case management, or similar functions.
• Strong written and verbal communication skills with diverse stakeholders.
• Ability to interpret and apply legislation, policies and procedures.
• Excellent organisational skills and ability to manage competing priorities.

Responsibilities

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

Job description

Chandler Macleod is recruiting on behalf of our client for experienced and resilient Complaints Officers to join a high-performing team responsible for managing complex complaints and supporting positive outcomes for participants. You will work across varied government administration contexts, handling sensitive matters with professionalism.

The role focuses on managing escalated complaints, applying relevant legislation and policies, and delivering timely resolutions while engaging with diverse