Job description

Chermside | 6-Month Assignment | $43.82 – $55.24 per hour + super

Are you an experienced complaints, customer service or case management professional looking for your next opportunity within a government environment?

We are seeking motivated and capable APS4 and APS5 Complaints Officers to join a busy team responsible for managing and resolving complaints, addressing complex issues and supporting positive outcomes for individuals and the broader community.

These roles offer an opportunity to contribute to meaningful work, engaging with members of the public, internal stakeholders and external organisations to ensure complaints are managed professionally, sensitively and within required timeframes.

The Opportunity
Working within a complaints resolution function, you will be responsible for managing complaints from initial receipt through to assessment, referral, escalation and resolution.

Depending on your classification and experience, responsibilities will include:

- Receiving, assessing, recording and coordinating complaints from a variety of sources.
- Managing escalated complaints and ensuring matters are addressed within established timeframes.
- Communicating with individuals, authorised representatives, internal teams and external stakeholders to gather information and support complaint resolution.
- Preparing professional written correspondence, reports, briefings and documentation.
- Maintaining accurate and up-to-date records within relevant databases and case management systems.
- Identifying issues requiring escalation and ensuring appropriate processes and procedures are followed.
- Managing sensitive and confidential information in accordance with relevant legislation and organisational requirements.
- Supporting day-to-day team operations and contributing to continuous improvement activities.

For APS5 opportunities,



there may also be a focus on assessing more complex matters, identifying risks, providing advice and supporting responses to sensitive participant incidents.

What We're Looking For
To be successful, you will demonstrate:

- Previous experience in complaints management, customer service, case management, investigations or a similar environment.
- Strong written and verbal communication skills, with the ability to engage professionally and empathetically with a diverse range of stakeholders.
- Experience managing sensitive information, maintaining accurate records and working within established policies, procedures and legislative frameworks.
- Strong organisational skills, with the ability to manage competing priorities and meet strict deadlines.
- The ability to assess information, identify issues and determine appropriate actions or escalation pathways.
- Experience using CRM systems, databases and Microsoft Office applications.
- Resilience, sound judgement and the ability to manage challenging or potentially distressing situations professionally.
- A positive and contemporary attitude towards people with disability, with an understanding of the impact disability can have on individuals.

Assignment Details

- Location: Chermside, Brisbane.
- Classification: APS4 and APS5 opportunities available.
- APS4 Rate: $43.82 per hour + superannuation.
- APS5 Rate: $55.24 per hour + superannuation.
- Duration: Initial 6-month assignment, with a view to extension.
- Commencement: ASAP.




- Hours: Full-time, Monday to Friday, business hours.
- Work Arrangement: Office-based.
- Eligibility: Australian citizenship is essential.

Apply Now
If you have experience managing complaints, resolving complex customer enquiries or working in a sensitive service delivery environment, we would love to hear from you.

This is an excellent opportunity to utilise your communication, problem-solving and stakeholder engagement skills while contributing to meaningful outcomes.

Submit your application today!

#scr-casandra-hogan

Applicants recent 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 [email protected] or 1300 337 000 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.

📌 Complaints Officers –& (Chermside)
🏢 DFP Recruitment Services
📍 Chermside