Complaints Assessment And Adminsitration Officer

About the Role

Our client is seeking a skilled Complaint Assessment and Administration Officer to join their team. This front-line role involves complaint handling, customer service, complaint assessment, research activities, preparation of responses, executive reporting, and administrative support within the Internal Ombudsman Support Service (IOSS).

Key Responsibilities

• Receive, assess, and respond to internal and external complaints with professionalism and sensitivity.
• Provide advice to customers on complaint processes and relevant legislation.
• Handle difficult or aggressive situations appropriately, escalating when necessary.
• Conduct preliminary assessments and research to assist senior officers.
• Support administrative functions, including meeting coordination and minute-taking.
• Manage the case management system to ensure compliance with record-keeping and service standards.
• Prepare high-quality written documents, including executive reports and annual reports.

Qualifications & Experience
Essential:

• Proven experience in complaint handling, negotiation, consultation, and dispute resolution.
• Excellent communication and interpersonal skills, including oral communication and conflict resolution.
• Strong decision-making, analytical, and problem-solving abilities.
• Ability to work independently, manage multiple projects, and meet deadlines.
• Commitment to ethical principles, procedural fairness, and workplace health and safety.
• Strong report writing skills tailored to varied audiences.

Desirable:

• Experience in an ombudsman or similar complaint handling environment.
• Local government experience.
• Understanding of external agencies related to complaint handling (e.g., ICAC, Ombudsman offices).
• Knowledge of corruption prevention and system review methodologies.

If you are interested in this role, please apply now, contact Andrew.murphy@Chandlermacleod.com or call 02 92698779


At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion