Job Description
Our client is a well-established national not-for-profit with a strong social and economic purpose.
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This role has a big focus on complaints handling including sensitive and complex matters where judgement, EQ and strong communication matter. It also covers risk assessments, risk registers, ISO obligations and assurance activities.
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This role would suit a hands-on, curious and emotionally intelligent complaints or investigations candidate looking to broaden their exposure across governance, risk, compliance and assurance.
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The opportunity
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Own and support the intake, assessment, triage, investigate and resolution of internal and external complaints. Recognise when a matter can be handled directly and when it needs escalation.
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Support enterprise risk management, including risk register reviews and continuous improvement of the risk framework.
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Contribute to governance and organisational reporting requirements.
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Ensure compliance with ISO standards (quality, safety, environment) across the organisation.
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Assist with Company Secretariat / governance support to the broader function.
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Our client is a well-established national not-for-profit with a strong social and economic purpose.
n
This role has a big focus on complaints handling including sensitive and complex matters where judgement, EQ and strong communication matter. It also covers risk assessments, risk registers, ISO obligations and assurance activities.
n
This role would suit a hands-on, curious and emotionally intelligent complaints or investigations candidate looking to broaden their exposure across governance, risk, compliance and assurance.
n
The opportunity
n
n
Own and support the intake,



assessment, triage, investigate and resolution of internal and external complaints. Recognise when a matter can be handled directly and when it needs escalation.
n
Support enterprise risk management, including risk register reviews and continuous improvement of the risk framework.
n
Contribute to governance and organisational reporting requirements.
n
Ensure compliance with ISO standards (quality, safety, environment) across the organisation.
n
Assist with Company Secretariat / governance support to the broader function.
n
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What we're looking for
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Strong experience in complaints, investigations, dispute resolution, case management or a related governance / risk environment.
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Background in aged care or service related industries are desirable.
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High emotional intelligence, maturity and the confidence to deal with sensitive or emotionally charged matters.
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Excellent written and verbal communication skills.
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Curiosity and willingness to learn across a broad governance, risk and assurance remit.
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Some exposure to risk management,
legislation/regulation,
governance or compliance would be highly regarded.
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A respectful, culturally aware approach and genuine interest in the organisation's purpose and work.
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This is a great prospect to broaden your experience from
complaints/investigations
into governance, risk and assurance. You will have real ownership, stakeholder exposure and the opportunity to contribute to organisational improvement.
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If your background sits across complaints, investigations, governance or risk, and you're known for good judgement and the way you handle difficult conversations, we'd like to hear from you.

📌 Complaints & Governance Officer (New South Wales)
🏢 PX Resources
📍 New South Wales