Complaints Officer

Complaints Officer

Your New CompanyThis independent organisation plays an important role in supporting individuals who have experienced challenging and often distressing circumstances. Working across complex service environments, the organisation is committed to ensuring concerns are heard, complaints are handled fairly, and opportunities for systemic improvement are identified. The team operates in a sensitive, stakeholder-focused environment where professionalism, empathy and sound judgement are critical.
Your New RoleAn exciting opportunity exists for an experienced complaints professional to join a dedicated team responsible for managing and reviewing complex complaints, enquiries and stakeholder concerns.Working within a highly sensitive environment, you will assess matters, gather and analyse information, liaise with internal and external stakeholders, prepare correspondence and contribute to investigations and complaint resolution activities. You will play a key role in ensuring matters are managed fairly, respectfully and in accordance with established policies and procedures.This role will suit someone who can confidently manage difficult conversations, demonstrate strong emotional intelligence and navigate complex situations with professionalism and discretion.
What You'll Need to SucceedTo be successful in this role, you will demonstrate:

• Proven experience managing complaints, investigations, case reviews or complex enquiries within a sensitive environment.
• Experience working in government, regulatory, justice, community services, health, disability, aged care, housing, social services or other highly regulated sectors.
• Strong written communication skills with the ability to prepare professional correspondence, reports and briefing materials.
• Excellent stakeholder engagement skills, including the ability to build rapport and manage challenging conversations.
• Sound judgement and analytical skills, with the ability to assess complex information and make evidence-based recommendations.
• Experience working with case management systems and electronic records management systems.
• A commitment to delivering person-centred, respectful and professional services.
• The ability to manage competing priorities while maintaining a high level of attention to detail.
• Experience working within trauma-informed, client-focused or sensitive service environments will be highly regarded.

What You'll Get in Return

• The opportunity to contribute to meaningful outcomes that positively impact individuals and communities.
• Exposure to complex and interesting work within a highly respected organisation.
• A supportive and collaborative team environment.
• Hybrid working arrangements.
• Ongoing opportunities to apply and develop your complaints' management, stakeholder engagement and investigative skills.
• The chance to work in a role where professionalism, empathy and continuous improvement are highly valued.

What you need to do nowIf you are interested in being considered for this opportunity, please send me a copy of your most up-to-date CV via email at Lauren McDonald Lauren.mcdonald@hays.com.au. At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from a diverse background to apply.#3014815