Our client is a large values-focused Federal Government Agency seeking multiple APS4 & APS5 Complaints Officers to support the coordination and resolution of escalated complaints received from a range of sources. This role suits someone who is empathetic, resilient, and confident working with sensitive information while meeting strict timeframes and delivering high quality outcomes. ROLE DETAILS Classification: APS4 (2 x positions) & APS5 (8 x positions). Locations: Richmond, Broadmeadows or Geelong. Contract: Initial term until 31 December 2026 (extension potential). Rate: APS4: $43.82/hr Super / APS5: $55.24/hr Super Eligibility: Australian Citizenship required (Federal Government) ABOUT THE ROLE You will manage complaints end-to-end, including assessing information, recording details, resolving or referring matters, and ensuring deadlines are met. You’ll liaise with participants/representatives and internal teams through quality written correspondence and professional outbound calls, while maintaining accurate records. There may also be exposure to monitoring and recording participant critical incidents, identifying risk factors, escalating appropriately, and supporting coordinated responses (depending on team allocation). KEY RESPONSIBILITIES: Manage complaints, including assessing information, recording details, resolving and referring as required Manage escalated complaints and meet strict deadlines Communicate with complainants and internal teams via written correspondence and outbound calls Maintain accurate and timely records. Support day-to-day operational issues and contribute to team objectives Where required: monitor and maintain incident data, assess risk factors, escalate appropriately, liaise with stakeholders, and prepare reports (critical incidents stream) ESSENTIAL CRITERIA: Positive contemporary attitude to people with disability Adaptable communication and people skills Ability to manage confidential and sensitive information Ability to work autonomously in a dynamic, fast-paced environment and meet timeframes Resilience and emotional intelligence when exposed to sensitive or potentially distressing information High levels of integrity and professionalism aligned to values and mission DESIRABLE Experience in the disability or allied health sector APPLICATIONS CLOSE : Monday, 23rd March 2026 APPLY Submit your resume, or for further information please contact: Reece Prideaux – Talent International reece.prideaux@talentinternational.com For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career
