Complaints Officer- Epping

The Role & Opportunity
As a Complaints Officer of the NCRRB you will be required to implement the Complaints Resolution Framework and support the management of the client complaints and feedback. The role will require you to work as a member of a virtual National Complaints Resolution Team, producing a high standard of work within tight deadlines. You will have strong written and oral communication skills and possess effective problem-solving skills with the ability to empathise and remain calm in a stressful or ambiguous situation.

Mandatory Requirements:
  • Managing incoming complaints including resolving, assessing, recording and referring as required.
  • Supporting the National Complaints Resolution Team to provide timely and proactive advice for complaints management across the Agency.
  • Provide helpdesk support and assist with the provision of tools, guidance and information to Agency staff to ensure compliance with Agency processes, policies and guidelines.
  • Assist with identifying systemic complaint themes to improve service delivery.
  • Assist with coordinating complaints received by the Agency including resolving at point of entry, assessing, recording and referring as required.
  • Escalate issues to Senior Complaints Officers as necessary and ensuring strict deadlines are met; 
  • Recording complaints in the Business System.
  • Provide guidance and support on processes, deadlines and responsibilities supporting the National Complaints Resolution Team and staff in the regions.
  • Assist in the coordination of correspondence, briefing and reporting functions for the National Complaints Resolution Team.
  • Provide high level administrative support for reporting and the coordination of meetings and training as required.
  • Assist the National Complaints Resolution Team in managing and resolving day-to-day operational issues as they arise
What's in it for you?
  • 12 months initial contract role with a view to extend.
  • Epping
  • Attractive day rates.
Interested? If you have the skills and motivation we are looking for, please Apply Now. For more information, please contact Sukanya Mukhopadhyay on 03 8319 7800 or via email
Melbourne (Epping)
Sukanya Mukhopadhyay