Our client is seeking an experienced Complaints Assessment Officer to support the management, assessment and resolution of complaints within a professional and customer-focused environment.
This role requires a highly organised individual with strong communication, analytical and stakeholder management skills who can confidently handle sensitive matters, provide sound advice and contribute to continuous service improvement initiatives.
Key Duties
Complaint Management
- Receive, assess and manage internal and external complaints.
- Prepare and coordinate timely responses to complainants and key stakeholders.
- Provide advice on complaint handling processes, legislation and resolution pathways.
- Manage sensitive and complex customer interactions with professionalism, empathy and discretion.
- Escalate complex matters as required.
- Undertake research, assessments and analysis to support complaint resolution.
- Assist with investigations and complaint-related projects.
Administration & Reporting
- Prepare correspondence, reports, briefs and other documentation to a high standard.
- Coordinate meetings, prepare agendas and record minutes.
- Maintain accurate records within the case management system.
- Monitor complaint trends and assist with reporting activities.
- Contribute to annual reporting and other organisational reporting requirements.
- Support continuous improvement of complaint handling processes and administrative systems.
About You
- Previous experience in complaints handling, dispute resolution or customer service within a complex environment.
- Exceptional written and verbal communication skills.
- Strong report writing, research and analytical capabilities.
- The ability to manage competing priorities and work autonomously.
- Sound judgement and a high level of professionalism.
- A commitment to confidentiality, ethical practice and procedural fairness.
- Experience identifying and implementing process improvements.
- A current Working with Children Check, or the ability to obtain one.
Highly Regarded
- Experience working within an Ombudsman, integrity, investigations or complaints management environment.
- Exposure to local government or the public sector.
- Knowledge of complaint handling frameworks and integrity agencies.
- Understanding of governance, systems review and corruption prevention principles.
What's on Offer
- 8-week contract opportunity with potential extension.
- Competitive hourly rate of $54.43 + Super.
- Opportunity to work within a cooperative and professional team.
- Meaningful work focused on governance, complaint resolution and service excellence.
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📌 Complaints Assessment Officer (Cumberland City Council)
🏢 Ashdown People
📍 Cumberland City Council
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