APS5 Complaints Officer

Talent

Newcastle, Newcastle, Maitland and Hunter NSW

Government to Federal (Government and Defence)

Contract/Temp

Up to 55.24 p.h.

Complaint Resolution

Outbound Call Centre

Report Preparation

Talent International is currently recruiting for an APS5 Complaints Officer to work for one of our Federal Government clients at Newcastle. The position is a 6-month contract with the possibility of extension. The role pays 55.24 per hour + Super.

7.6 hours per day and 38 hours per week

This opportunity suits an empathetic and resilient professional with experience managing complaints, resolving complex enquiries and handling sensitive information. You will work with members of the public, internal teams, external agencies and oversight bodies to resolve complaints and address underlying issues.

About the role

Depending on team allocation and operational priorities, your responsibilities may include:

Complaints Resolution Team

Managing complaints, including assessing information, recording details, resolving matters and making referrals.

Managing escalated complaints while meeting strict deadlines.

Communicating with participants, authorised representatives and internal teams through qualified outbound calls and quality written correspondence.

Maintaining accurate and timely complaint records within PACE.

Supporting the resolution of operational issues and contributing to branch objectives.

Participant Critical Incidents Team

Monitoring, recording and maintaining accurate participant critical incident data in accordance with policies and procedures.

Assessing incident information,



identifying risk factors and following appropriate escalation pathways to safeguard participants.

Liaising with stakeholders to gather information and support coordinated responses.

Preparing reports and documentation to support decision-making and compliance.

Maintaining confidentiality and managing sensitive information in line with legislative and organisational requirements.

Applying self-care and wellbeing strategies when working with potentially distressing information.

Responsibilities may change in line with operational priorities.

About you

To be successful in this role, you will bring:

Experience in customer-facing roles, including resolving issues, managing expectations and delivering quality service.

Strong organisational skills, with the ability to manage competing priorities, meet deadlines and maintain accurate records.

Experience handling sensitive information and following established procedures.

Proficiency in CRM systems, databases and communication tools.

Experience interpreting and applying legislation to support complaint resolution.

Strong written and verbal communication skills, with an empathetic approach to providing advice on moderately complex matters.

Motivation, resilience and adaptability when managing challenging situations.

A positive attitude towards people with disability and an understanding of the impact disability can have on individuals.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information,

Posted: 05-11-2026

Salary: Up to 55.24 p.h.

📌 Complaints Officer (Newcastle)
🏢 Talent
📍 Newcastle