Feedback and Complaints Officer – Full Time, Permanent Number of Positions Available: 1 Location: Blackburn, VIC.

Flexible location: role can be based at any of our office locations with hybrid working arrangements available.

About the role: Are you passionate about making a difference through quality, integrity and continuous improvement? We are looking for an enthusiastic and detail‑oriented Feedback and Complaints Officer to support the Salvation Army’s commitment to outstanding service delivery. Purpose of the Role The Feedback and Complaints Officer ensures that feedback, compliments, suggestions and complaints are managed in a timely, fair, transparent, and respectful manner.

The role promotes a safe, person‑centred approach to feedback management, provides guidance and support to stakeholders, assists with training and capability building, and identifies and escalates risks, including safeguarding concerns.

Key Responsibilities - Actively develop relationships and support, advise and mentor leaders at all levels of TSA to effectively manage feedback and complaints.

- Support and guide TSA personnel in addressing feedback and complaint records in accordance with TSA’s Feedback and Complaints policy, procedure and supporting documents.
- Ensure all feedback records are accurately categorised, assessed for severity, risk and assigned to the appropriate owner within the agreed timelines.
- Identify any critical risks promptly as they arise through the feedback and complaint management system, including identifying and referring any safeguarding concerns.
- Monitor the status and progress of feedback and complaint records throughout the resolution process.




- Promote the maintenance of accurate and up‑to‑date data records to ensure the availability of reliable data and information for timely reporting and analysis.
- Proactively identify emerging trends, themes and continuous improvement opportunities.
- Assist in the preparation of reports inclusive of data and written analysis as requested.
- In collaboration with the Senior Manager Feedback and Complaints develop and deliver resource materials.
- Contribute to the development and implementation of the feedback and complaints management system, policies, and procedures, ensuring alignment with Key Result Areas, Key Performance Indicators, best practice and regulatory requirements.

Skills and Experience Required - Qualifications in Community Services, Social Work, Allied Health, Human Services or related discipline.

- At least 5 years’ experience in the delivery of social/human services or customer service.
- Understanding of trauma‑informed practice and person‑centred approaches and culturally safe service delivery.
- Experience in feedback and complaints handling, client support, case management or customer service. Desirable - Experience working with diverse community groups and disadvantaged communities and/or faith‑based communities.

Requirements - National Criminal History Check.

- Working with Children’s Check.

What We Offer - Flexible work location and hybrid working arrangements.

- Nationally funded salary packaging ($15,900 tax free)



and meals and entertainment benefit ($2,650).
- Health, fitness and financial discounts / benefits.
- Paid parental leave – 12 weeks.
- Up to 8 weeks leave per year through our purchase leave scheme.
- Up to 5 days paid leave per year to volunteer in a TSA program or activity.
- Purpose‑driven career with positive social and sustainable outcomes.
- Employee Assistance Program – independent confidential counselling service.
- Prospect for career development.
- An inclusive culture of dedicated, passionate and professional team members.

Equal Employment Opportunity Statement The Salvation Army is an Equal Opportunity Employer that provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation

Army is a child‑safe organisation and is committed to protecting children and young people from harm. All child‑facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check. We value Integrity, Compassion, Respect, Diversity, and Collaboration.

The Salvation

Army encourages people from all backgrounds, abilities, and identities to apply. We are committed to fostering an inclusive environment that accepts and recognises every person, embraces their strengths and differences, and provides opportunities for all people to achieve their highest potential.

📌 Feedback and Complaints Officer (Bendigo)
🏢 The Salvation Army
📍 Bendigo