Complaints Officer

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

Complaints Officer

Chandler Macleod is recruiting on behalf of our client for experienced and resilientComplaints Officers to join a high-performing team responsible for managing complex complaints and supporting positive outcomes for participants.

This is an excellent opportunity for professionals with complaints handling, case management, investigations, customer resolution, or government administration experience who are passionate about delivering quality service and navigating complex matters with empathy and professionalism.

About the Role

As aComplaints Officer, you will play a critical role in managing and resolving escalated complaints, ensuring matters are handled in accordance with relevant legislation, policies, and service standards. You will engage with a broad range of stakeholders while maintaining a strong focus on quality outcomes and timely resolutions.

Key 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.

About You To be successful in this role, you will demonstrate:

• 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.
• The 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.
• A genuine commitment to delivering high-quality customer outcomes and supporting people from diverse backgrounds.

Benefits

• APS5 equivalent level opportunity
• Multiple locations - Geelong/ Broadmeadows/ Richmond/ Chermside / Newcastle
• Meaningful work that contributes to improved participant experiences
• Supportive team environment
• Hybrid working arrangements available
• Opportunity to develop valuable government complaints and case management expertise

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion

Please note the successful candidate for this role must hold Australian Citizenship, and willing to complete a Federal Police Check.