Trauma‑Informed APS Complaints Officer (6‑Month Contract)

Select Aust Sydney; Geelong; On-site; AUD 63,000 - 89,000; Full time

Job summary

Randstad is seeking two APS5 Complaints Officer contractors for a Federal Government client in Geelong, Broadmeadows or Richmond (Victoria). The contract term is 6 months with potential extensions, paying $55.24 per hour plus super. Australian Citizenship is mandatory.

You will manage escalated complaints, liaise with participants and authorised representatives, and apply legislative guidelines to resolve complex issues, while maintaining safeguarding and trauma-informed communication.

Qualifications

• End-to-end management of escalated complaints and critical incidents.
• Ability to liaise with participants, nominees, internal teams, and oversight bodies.
• Experience interpreting and applying legislation and policies.

Responsibilities

• Manage end-to-end escalated complaints with detailed assessments and timely resolution.
• Prepare high-quality written communications and conduct trauma-informed outbound calls.
• Monitor participant incidents, identify risks, and escalate safeguarding where needed.
• Maintain data integrity in case notes across CRM systems and other platforms.
• Apply legislative frameworks and internal policies to resolve operational challenges.

Skills

Complaint handling

Stakeholder liaison

Legislation interpretation

Job description

Randstad is seeking two APS5 Complaints Officer contractors for a Federal Government client in Geelong, Broadmeadows or Richmond (Victoria). The contract term is 6 months with potential extensions, paying $55.24 per hour plus super. Australian Citizenship is mandatory.

You will manage escalated complaints, liaise with participants and authorised representatives, and apply legislative guidelines to resolve complex issues, while maintaining safeguarding and trauma-informed communication.