We are seeking multiple APS4 and APS5 Complaints Officers to support a high-performing government team dedicated to delivering quality outcomes for the community.

These roles are 6 month assignments and can be based in Richmond, Broadmeadows or Geelong.

In these roles, you will work closely with members of the public, internal stakeholders, external agencies and oversight bodies to manage and resolve complaints, support critical incident processes, and contribute to positive outcomes.

Key Responsibilities

APS4 Complaints Officers

- Assess, record and triage complaints, resolving matters where possible.
- Liaise with stakeholders to gather information and coordinate referrals.
- Escalate complaints in line with established processes.
- Maintain accurate records and support reporting and correspondence activities.

APS5 Complaints Officers

- Manage complex and escalated complaints from assessment through to resolution.
- Engage professionally with participants, representatives and internal teams via phone and written correspondence.
- Maintain accurate records and meet strict deadlines.
- Monitor and assess critical incidents, identify risks and support appropriate escalation pathways.
- Prepare reports, liaise with stakeholders and contribute to the team's strategic objectives.

To be considered you will demonstrate

- Strong communication and stakeholder engagement skills.
- Excellent attention to detail and record-keeping abilities.
- The ability to manage sensitive and sometimes challenging matters professionally and empathetically.
- Experience working in complaints, customer service,



administration, case management, investigations or a similar setting

As these roles are with a Federal Government Agency, applicants are required to be Australian Citizens.

If you're passionate about delivering positive outcomes and thrive in a fast-paced environment, we'd love to hear from you. Apply today!

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via ***********@dfp.com.au or 1300 337 *** and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.

📌 /5 Complaints Officer(s) (Richmond)
🏢 Dfp Recruitment
📍 Richmond