Complaints Officer

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

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.

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.