Complaints Officer
Core
Manage and review complex complaints, enquiries, and stakeholder concerns within a sensitive service environment, ensuring fair resolution and contributing to systemic improvements.
Role type
Senior IC complaints officer (investigations & stakeholder management)
Builds
Complaint resolution outcomes and systemic improvement recommendations
Domain
Social services / Community services / Highly regulated sectors
Deliverable
client delivery
Required skills
Complex case management, Stakeholder engagement, Analytical assessment, Professional correspondence, Trauma-informed care, Evidence-based recommendations, Discretion, Priority management
Preferred skills
Experience in government, regulatory, justice, health, disability, aged care, or housing sectors
Technologies
Case management systems, Electronic records management systems
Responsibilities
Assess and gather information on complex complaints, Liaise with internal and external stakeholders, Prepare professional correspondence and reports, Contribute to investigations and complaint resolution activities, Manage difficult conversations with professionalism
Seniority
Experienced, hands-on IC