Australian Department of Veterans' Affairs – Sydney NSW

Feedback Management Officers (FMOs) report to the Assistant Director, Feedback Management Team. FMOs are responsible for acknowledging, researching and investigating feedback and complaints received by DVA. The role works closely with business areas across the Department to gather information, assess complaint issues and provide clear outcomes to complainants verbally or in writing

The role requires sound judgement, strong communication skills and the ability to manage sensitive matters in a high-volume environment. FMOs maintain accurate records in DVA systems, support continuous improvement of feedback processes, and may develop and deliver training on the Client Feedback Management System (CFMS) and best-practice complaint management. Work completed by FMOs is subject to quality assurance to ensure feedback is managed to a high standard.

The ideal candidate will be client-focused, self-motivated and able to manage complex and sensitive complaints with professionalism, accuracy and sound judgement. They will be comfortable working in a high-volume environment and able to balance competing priorities while maintaining quality and timeliness.

They will have strong written and oral communication skills, the ability to engage constructively with clients, colleagues and stakeholders, and the capability to identify practical solutions that support effective complaint resolution. Experience in complaint management, investigations, case management, training delivery or use of CFMS will be highly regarded.

Feedback Management Officers (FMOs) report to the Assistant Director, Feedback Management Team. FMOs are responsible for acknowledging, researching and investigating feedback and complaints received by DVA. The role works closely with business areas across the Department to gather information, assess complaint issues and provide clear outcomes to complainants verbally or in writing

The role requires sound judgement, strong communication skills and the ability to manage sensitive matters in a high-volume environment. FMOs maintain accurate records in DVA systems, support continuous improvement of feedback processes, and may develop and deliver training on the Client Feedback Management System (CFMS) and best-practice complaint management. Work completed by FMOs is subject to quality assurance to ensure feedback is managed to a high standard.

The ideal candidate will be client-focused, self-motivated and able to manage complex and sensitive complaints with professionalism, accuracy and sound judgement.



They will be comfortable working in a high-volume environment and able to balance competing priorities while maintaining quality and timeliness.

They will have strong written and oral communication skills, the ability to engage constructively with clients, colleagues and stakeholders, and the capability to identify practical solutions that support effective complaint resolution. Experience in complaint management, investigations, case management, training delivery or use of CFMS will be highly regarded.

The key duties of the position include:

- Acknowledge feedback and enquiries, and where appropriate refer individuals to other areas of support within DVA, including Open Arms.
- Research and investigate complaints received by the Feedback Management Team, including by liaising with relevant business areas to seek information, clarify issues and ensure responses address the matters raised.
- Provide transparent actions and outcomes to complainants verbally or in writing, while maintaining regular contact throughout the complaint process.
- Record correspondence, documentation, client interactions and complaint actions accurately in relevant DVA systems.
- Collaborate with colleagues, business areas and internal and external stakeholders to seek or provide advice that supports effective decision-making and complaint resolution.
- Apply Feedback Management Team and CFMS policies, procedures and standards to ensure consistent and appropriate complaint handling.
- Identify and recommend improvements to guidelines, systems and processes to strengthen efficiency, clarity and effectiveness.
- Develop and deliver tailored training on CFMS and best-practice complaint management for DVA business areas, including teams with specific feedback management needs.
- Provide advice, guidance and recommendations to APS5 staff, including on complaint handling approaches, escalation points and risk thresholds.
- Contribute to the interpretation, review and improvement of feedback policies, procedures and Statements of Principles (SOPs).
- Respond to Commonwealth Ombudsman and Freedom of Information (FOI) requests as required, ensuring responses are accurate, complete and provided within required timeframes.

Eligibility

- Under section 22(8) of the Public Service Act 1999,



employees must be Australian citizens to be employed in the Australian Public Service (APS).
- Any successful candidate external to DVA offered employment will be required to undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.

Notes

This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

- Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
- Aboriginal and Torres Strait Islander peoples
- People with disability
- People who identify as LGBTQIA+
- People from culturally and linguistically diverse backgrounds

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.

Getting to know the Department of Veterans' Affairs

The Department of Veterans' Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support.DVA is both a policy and service delivery agency. We have solid relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community.DVA's vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.

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📌 Feedback Management Officer (New South Wales)
🏢 Australian Department of Veterans' Affairs
📍 New South Wales