Job Details
  • Reference377420C_1626248929
  • LocationPerth, City of Perth, Western Australia
  • SalaryAU$41.00 - AU$42.00 per hour
  • Job TypeContract
  • Posted20 days ago
  • ConsultantOrla Gillespie

We have an opportunity to immediately join a Federal Government Department working as an APS4 Complaints Handling Officer. This position is located in Perth CBD with a contract to October 2021 with a possibility of extension, though not guaranteed.

The Role and Responsibilities

This involves managing the direct intake of complaints, initial safeguarding of NDIS participants and assisting the team to reach a timely and reasonable outcome for complainants and providers.

As Complaints Handling Officer you will be responsible for;

  • Managing all incoming phone calls and new complaints through varied channels, inputting of data and making call backs to stakeholders, providing a safe space to hear their complaints and gather relevant information.
  • Assessing the jurisdiction and referring the complaint to the relevant team
  • Utilising internal and external resources including legislation, guidance material and providers' complaints handling procedures to assist in assessing complaints
  • Assist in triaging complaints to refer to relevant teams
  • Conducting preliminary inquiries, assisted referrals and communicating decisions to complainants and providers in accordance with legislative provisions


About You

You will also demonstrate;

  • Ideally you will have experience of NDIA/NDIS
  • Complaints resolution experience
  • Have worked for a regulatory agency - would be highly desirable
  • Excellent written and Communication skills
  • A commitment to provide high quality customer service
  • Resilience and ability to manage unreasonable complainant conduct
  • Experience in a similar role, in particular involving frontline contact, mostly by phone
  • Sound written and verbal communication skills with the ability to clearly explain complex information
  • Excellent time-management skills and the ability to prioritise and manage a caseload
  • Support the needs of the team by taking a flexible and adaptable approach to changing work priorities


As this role is within the Federal Government, applicants are required to hold Australian Citizenship. You must also have the ability to obtain and maintain a Baseline security clearance.