HOBAN Recruitment is seeking an experienced and compassionate APS5 Complaints Officer for a Federal Government opportunity based in Newcastle NSW. This role is ideal for professionals who thrive in a fast-paced environment, enjoy problem solving, and can manage sensitive matters with empathy, professionalism and integrity.

As a Complaints Officer, you will play a key role in managing and resolving escalated complaints, engaging with a diverse range of stakeholders, maintaining accurate records, and contributing to positive outcomes for participants and the broader community.

About the Role

As an APS5 Complaints Officer, you will:

- Investigate, assess and resolve complaints in line with legislation, policies and service standards.
- Manage escalated and sensitive complaints while meeting strict deadlines.
- Communicate professionally with members of the public, authorised representatives and internal stakeholders via phone and written correspondence.
- Maintain accurate records and documentation within agency systems.
- Analyse information, identify risks and determine appropriate escalation pathways.
- Liaise with stakeholders to gather information and support complaint resolution activities.
- Handle confidential and sensitive information with discretion and professionalism.
- Contribute to team objectives and continuous improvement initiatives.

Benefits

- Competitive pay rate of $55.24 per hour, 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 opportunity without delay.
- Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
- Newcastle NSW location.
- Meaningful work supporting positive outcomes for people with disability.




- Opportunity to develop expertise in complaints resolution, stakeholder engagement and case management.
- Collaborative and supportive team environment.
- Gain valuable experience within a highly regarded government agency.

About You To be successful, you will demonstrate:

- A positive and contemporary attitude towards people with disability.
- Strong communication and interpersonal skills with the ability to engage effectively with diverse stakeholders.
- Experience managing sensitive, confidential and complex information.
- Robust organisational skills with the ability to prioritise competing workloads and meet deadlines.
- Resilience and emotional intelligence when dealing with challenging or potentially distressing matters.
- Sound judgement, integrity and professionalism.
- The ability to work autonomously while contributing positively to a team environment.
- Experience interpreting and applying legislation, policies or procedural frameworks.
- Strong attention to detail and record management skills.
- Proficiency with Microsoft Office and case management systems.

Desirable

- Experience within the disability, community services, allied health or related sector.
- Previous complaints handling, investigations, customer resolution or case management experience.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.

Positions close for submissions on TUESDAY 17 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 *****@hoban.com.au or visit www.hoban.com.au/adjustments for additional contact details.

📌 Administration Officer (Newcastle)
🏢 Hoban
📍 Newcastle