115240 & 115241 - APS4 & APS5 Complaints Officer - Newcastle
HybridCitizens only
Core
Coordinate and resolve complaints for the National Disability Insurance Agency (NDIA), including intake, assessment, recording, and escalation.
Role type
Senior IC complaints officer
Builds
Accurate complaint records and resolved cases for the NDIA
Domain
Public sector / Disability services
Deliverable
client delivery
Required skills
Complaints management, stakeholder contact, record keeping, CRM/database proficiency, regulatory compliance
Preferred skills
Experience with disability sector or health environments
Responsibilities
Resolve complaints at point of entry, assess and refer complaints, contact stakeholders to confirm receipt and gather information, escalate complaints per agency processes, maintain accurate team records, coordinate correspondence and reporting
Seniority
Mid-level (APS4) to Senior (APS5), hands-on IC