Level 4 State Government Opportunity We are seeking an experienced Customer Resolution Officer to join a high-performing Privacy and Information Access team within a government environment. In this pivotal role, you will act as the first point of contact for members of the public providing feedback or lodging complaints, ensuring all matters are handled professionally, efficiently, and in line with established policies and procedures.This is an excellent opportunity for someone with strong communication skills and a passion for delivering fair and transparent outcomes. Your new role Manage and coordinate the end-to-end complaints process in accordance with approved policies and procedures Act as the primary contact for incoming complaints, providing timely and professional responses Liaise with internal stakeholders, including senior management, to support complaint resolution and escalate where required Monitor and track complaints through to completion, ensuring accuracy and transparency Prepare and deliver regular statistical reports and insights for senior stakeholders Review and contribute to the ongoing improvement of complaints management policies and procedures Maintain an up-to-date understanding of organisational services, functions, and relevant external information sources Provide support with Freedom of Information (FOI) administration as needed What you'll need to succeed You are a highly organised and detail-oriented professional with strong interpersonal skills and the ability to manage sensitive and complex matters. You will demonstrate: Excellent communication and active listening skills Strong negotiation skills and the ability to de-escalate challenging situations via phone and email Well-developed written skills, with experience reviewing and editing correspondence Strong organisational and time management capabilities Proven ability to analyse information, think critically, and triage matters effectively Experience producing reports and working with data and statistics A high level of discretion and commitment to confidentiality Desirable Experience Experience with electronic document and records management systems Familiarity with Power BI or similar reporting tools Knowledge of information management legislation and policies within a government context Exposure to Freedom of Information (FOI) processes What you'll get in return Contribute to meaningful outcomes within a public sector environment Collaborative and supportive team culture Opportunity to extend beyond initial contract What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. 2999120
