Complaints Resolution Officers - APS4 & APS5

Talent International; Melbourne; In loco; AUD 60.000 - 76.000; Tempo pieno

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Talent is seeking Complaints Resolution Officers across APS4 and APS5 levels to support management and resolution of complaints, participant enquiries and complex service delivery matters.

Roles suit candidates with strong complaint handling, customer service and case management experience who can navigate sensitive situations and work within legislation and policies. 6-month contract, full-time hours, citizenship mandatory.

Competenze

• Experience in complaints handling, customer service, case management or dispute resolution.
• Strong written and verbal communication and stakeholder engagement skills.
• Ability to handle sensitive or complex matters with empathy, resilience and professionalism.
• Strong attention to detail and experience managing accurate case records and documentation.
• Ability to interpret and apply legislation, policies and procedures.
• Confidence managing competing priorities and meeting deadlines.
• Experience using CRM, case management or similar business systems.

Mansioni

• Assess, coordinate and resolve complaints in line with legislation, policies and procedures.
• Engage with participants, representatives and internal stakeholders to gather information and resolve issues.
• Manage complaint correspondence, outbound calls, referrals and escalations.
• Maintain accurate complaint records and documentation within CRM systems.
• Identify emerging issues, risks and appropriate escalation pathways.
• Support reporting, briefing and continuous improvement activities.
• Handle confidential and potentially distressing information professionally.

Conoscenze

Complaints handling

Customer service

Case management

Dispute resolution

Stakeholder engagement

Empathy

Attention to detail

Legislation interpretation

Strumenti

CRM

Case management software

Descrizione del lavoro

Complaints Resolution Officers - APS4 & APS5

Complaints Resolution Officers – APS4 & APS5

Our client is a large values-focused Federal Government Agency seeking experienced Complaints Resolution Officers across APS4 and APS5 levels to support the management and resolution of complaints, participant enquiries and complex service delivery matters.

These roles suit candidates with strong complaint handling, customer service, case management or dispute resolution experience who can navigate sensitive situations, communicate with empathy and work within established legislation, policies and procedures.

ROLE DETAILS:

Positions: 1 x APS4 and 2 x APS5
Locations: Geelong, Broadmeadows or Richmond, VIC
Contract: 6 months initially, with extension potential
Hours: Full-time, 8:30am-5:00pm
Eligibility: Australian Citizenship mandatory

Rates:

• APS4: $43.82 per hour + super
• APS5: $55.24 per hour + super

ABOUT THE ROLES:

You'll work within a complaints management function supporting participants, representatives and stakeholders to resolve concerns fairly, efficiently and in line with relevant procedures.

Both positions involve reviewing complaints, gathering information, managing correspondence and maintaining accurate records. The key difference is the level of complexity and responsibility.

APS4 – Complaints Resolution Officer

Focused on initial complaint assessment, resolution and coordination. You'll respond to enquiries, gather information, resolve matters where possible, refer or escape complaints and support accurate record keeping and reporting.

APS5 – Senior Complaints Resolution Officer

Responsible for managing escalated and more complex complaints through to resolution, including stakeholder communication, written correspondence and case management.

Depending on the allocated team, the role may also involve reviewing participant critical incidents, identifying risks, coordinating appropriate escalations and maintaining sensitive case records.

KEY RESPONSIBILITIES:

• Assess, coordinate and resolve complaints in line with legislation, policies and procedures.
• Engage with participants, representatives and internal stakeholders to gather information and resolve issues.
• Manage complaint correspondence, outbound calls, referrals and escalations.
• Maintain accurate complaint records and documentation within CRM systems.
• Identify emerging issues, risks and appropriate escalation pathways.
• Support reporting, briefing and continuous improvement activities.
• Handle confidential and potentially distressing information professionally.

SELECTION CRITERIA:

• Experience in complaints handling, customer service, case management or dispute resolution.
• Strong written and verbal communication and stakeholder engagement skills.
• Ability to handle sensitive or complex matters with empathy, resilience and professionalism.
• Strong attention to detail and experience managing accurate case records and documentation.
• Ability to interpret and apply legislation, policies and procedures.
• Confidence managing competing priorities and meeting deadlines.
• Experience using CRM, case management or similar business systems.

HIGHLY DESIRABLE:

• Experience within Federal Government, disability, allied health or community services.
• Experience handling escalated complaints, complex cases or critical incidents, particularly for APS5.
• Familiarity with government complaint handling frameworks or similar systems.