Job Description

Complaints Assessment Officer

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8-Week Contract Opportunity | Potential Extension

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$54.43 per hour + Super | Commencing August 2027

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About the Role

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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.

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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.

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Key Duties

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Complaint Management

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- Receive, assess and manage internal and external complaints.
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- Prepare and coordinate timely responses to complainants and key stakeholders.
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- Provide advice on complaint handling processes, legislation and resolution pathways.
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- Manage sensitive and complex customer interactions with professionalism, empathy and discretion.
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- Escalate complex matters as required.
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- Undertake research, assessments and analysis to support complaint resolution.
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- Assist with investigations and complaint-related projects.
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Administration & Reporting

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- Prepare correspondence, reports, briefs and other documentation to a high standard.
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- Coordinate meetings, prepare agendas and record minutes.
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- Maintain accurate records within the case management system.
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- Monitor complaint trends and assist with reporting activities.
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- Contribute to annual reporting and other organisational reporting requirements.
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- Support continuous improvement of complaint handling processes and administrative systems.
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About You

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- Previous experience in complaints handling, dispute resolution or customer service within a complex environment.
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- Exceptional written and verbal communication skills.
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- Solid report writing, research and analytical capabilities.
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- The ability to manage competing priorities and work autonomously.
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- Sound judgement and a high level of professionalism.
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- A commitment to confidentiality, ethical practice and procedural fairness.
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- Experience identifying and implementing process improvements.
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- A current Working with Children Check, or the ability to obtain one.
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Highly Regarded

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- Experience working within an Ombudsman, integrity, investigations or complaints management workplace.
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- Exposure to local government or the public sector.
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- Knowledge of complaint handling frameworks and integrity agencies.
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- Understanding of governance, systems review and corruption prevention principles.
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What's on Offer

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- 8-week contract opportunity with potential extension.
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- Competitive hourly rate of $54.43 + Super.
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- Opportunity to work within a collaborative and professional team.
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- Meaningful work focused on governance, complaint resolution and service excellence.
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📌 Complaints Assessment Officer (New South Wales)
🏢 Ashdown People
📍 New South Wales