APS4 & APS5 Complaints Officer – Richmond
Core
Coordinate and resolve complaints for Australians living with disability, handling intake, assessment, recording, and escalation within a Federal Government Agency.
Role type
Senior IC complaints officer (public sector)
Builds
Complaint resolution workflows and accurate case records for the National Disability Insurance Agency (NDIA)
Domain
Public sector / Disability support services
Deliverable
client delivery
Required skills
Complaints management, case intake and assessment, stakeholder communication, record keeping, CRM/database proficiency, regulatory compliance
Preferred skills
Experience in investigations or regulatory roles, knowledge of the disability sector or health environments
Responsibilities
Resolve complaints at point of entry, contact stakeholders to confirm receipt and gather information, escalate complaints per agency processes, maintain accurate team records, coordinate briefing and reporting functions
Seniority
Mid-level (APS4/APS5), hands-on IC