aps4 complaints officer

Join our Federal Government client in supporting the delivery of a world-leading scheme for Australians with disability. As an APS4 Complaints Officer, you will coordinate and support the resolution of complaints received from participants, families, advocates, and oversight bodies. You will work within established frameworks to ensure complaints are assessed, escalated, and resolved in accordance with legislation, agency policy, and the NDIS Participant Service Charter.

Key Responsibilities

• Support the intake and coordination of complaints received, assisting with point-of-entry resolution, assessment, logging, and triage.
• Contact participants and external stakeholders to acknowledge complaints, confirm receipt, and gather additional information.
• Escalate complex or sensitive matters in accordance with agency complaint-handling processes.
• Maintain thorough, accurate, and compliant records using business databases and CRM tools.
• Prepare and coordinate correspondence, briefings, and reporting across the branch.

Key Requirements & Skills

• Contemporary Attitude: A positive contemporary attitude toward people with disability, paired with an understanding of disability and its impact.
• Communication & Stakeholder Care: Adaptable written and verbal communication skills, with an empathetic approach to customer-facing issue resolution.
• Information Handling & Privacy: Proven ability to manage confidential and sensitive information with sound judgment and discretion.
• Time Management: Demonstrated ability to work autonomously in a fast-paced environment, balance shifting priorities, and achieve service charter timeframes.
• Resilience & Professionalism: Emotional intelligence and personal resilience to navigate challenging interactions and sensitive material with integrity.
• Desirable: Prior professional or lived experience within the disability, allied health, community services, or broader human services sector.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.