HOBAN Recruitment is seeking an experienced and empathetic APS4 level Complaints Officer to join a high-performing Federal Government team based in Newcastle, NSW .
This role is ideal for customer-focused professionals who are passionate about delivering positive outcomes, managing sensitive matters with professionalism, and supporting people through complex situations.
You will play a key role in coordinating and resolving complaints, engaging with stakeholders, and ensuring matters are managed in line with legislative and procedural requirements.
Information sourced from About the Role As an APS4 Complaints Officer, you will support the effective management and resolution of complaints received from a variety of sources.
Working in a fast-paced environment, you will engage with internal and external stakeholders to investigate matters, provide information, and facilitate timely outcomes.
Key responsibilities include: Coordinating and resolving complaints, including assessment, recording, referral and resolution activities.
Liaising with stakeholders to gather information and confirm receipt of referred complaints.
Escalating matters in accordance with established complaint handling procedures.
Maintaining accurate records and contributing to effective case management processes.
Assisting with correspondence, briefing materials and reporting activities.
Managing confidential and sensitive information with discretion and professionalism.
Working within legislative frameworks, policies and service standards to achieve quality outcomes.
Benefits Competitive pay rate of $***** per hour at APS 4 level , including casual loading, providing you with financial stability and recognition for your expertise.
12% superannuation to secure your future and support your retirement planning.
ASAP start date , allowing you to embark on this exciting prospect without delay.
Full-time position, offering 37.5 hours per week, Monday to Friday , enabling a healthy work-life balance and time.




Opportunity to make a meaningful impact supporting Australians.
Newcastle-based position with a supportive and collaborative team environment.
Develop valuable experience in complaint resolution, stakeholder engagement and government operations.
Gain exposure to legislative and policy frameworks within a large Federal Government agency.
Hybrid work arrangements may be available following onboarding and operational requirements.
About You To succeed in this role, you will bring: A positive and contemporary attitude towards people with disability.
Strong communication and interpersonal skills, with the ability to adapt your approach to different audiences.
Experience managing customer concerns, complaints or enquiries in a professional environment.
The ability to work autonomously, prioritise competing tasks and meet deadlines.
High levels of integrity, professionalism and attention to detail.
Resilience and emotional intelligence when dealing with sensitive or potentially distressing information.
Experience maintaining accurate records and working within established processes.
Confidence using Microsoft Office applications and case management, CRM or database systems.
The ability to interpret and apply policies, procedures or legislation.
Desirable: Experience within the disability, allied health or community services sector.
Previous experience in a complaint handling, customer service, case management or government environment.
Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions on TUESDAY 10th NOVEMBER COB.
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability.
If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at ****** or visit for additional contact details.

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