Complaints Officer (APS4) – Newcastle | Hybrid, ASAP

Hoban; Newcastle; Hybrid; AUD 50,000 - 71,000; Full time

Benefits offered by this job

12% superannuation

ASAP start date

Hybrid work arrangements

Job summary

HOBAN Recruitment seeks an experienced APS4 Complaints Officer to join a high-performing Federal Government team in Newcastle, NSW. The role focuses on coordinating and resolving complaints, engaging with stakeholders, and ensuring compliance with legislative requirements in a fast-paced environment.

Key duties include information gathering, case management, and producing briefing materials, with a competitive pay rate and 12% superannuation.

Qualifications

• Experience handling customer concerns, complaints or enquiries in a professional environment.
• Strong communication and interpersonal skills with adaptable approach to different audiences.
• Ability to interpret and apply policies, procedures or legislation.

Responsibilities

• Coordinating and resolving complaints, including assessment, recording, referral and resolution activities.
• Liaising with stakeholders to gather information and confirm receipt of referred complaints.
• Escalating matters in accordance with established complaint handling procedures.
• Maintaining accurate records and contributing to effective case management processes.
• Assisting with correspondence, briefing materials and reporting activities.
• Managing confidential and sensitive information with discretion and professionalism.
• Working within legislative frameworks, policies and service standards to achieve quality outcomes.

Skills

Customer service

Stakeholder engagement

Complaint handling

Attention to detail

Job description

HOBAN Recruitment seeks an experienced APS4 Complaints Officer to join a high-performing Federal Government team in Newcastle, NSW. The role focuses on coordinating and resolving complaints, engaging with stakeholders, and ensuring compliance with legislative requirements in a fast-paced environment.

Key duties include information gathering, case management, and producing briefing materials, with a competitive pay rate and 12% superannuation.