Job description
On behalf of a large Federal Government Agency we are seeking motivated and empathetic Complaints Officers (APS4 & APS5) to join a high-performing team supporting complaint resolution and incident management. In this role, you will work closely with members of the public, internal stakeholders, and external organisations to resolve complaints, assess incident information, and ensure accurate records and timely outcomes.
Contracts until 31 December 2026, with possibility of extension. The role(s) can be based in Richmond, Broadmeadows or Geelong.
Key Responsibilities
Click Apply Now to submit your application.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
Contracts until 31 December 2026, with possibility of extension. The role(s) can be based in Richmond, Broadmeadows or Geelong.
Key Responsibilities
- Manage and coordinate complaints, including assessment, recording, resolution, and referral where required.
- Communicate with stakeholders through professional written correspondence and outbound calls.
- Maintain accurate records in CRM systems and ensure compliance with established procedures and timeframes.
- Assess information to identify risks, escalate issues where appropriate, and support coordinated responses.
- Liaise with internal teams and external stakeholders to gather information and support resolution activities.
- Prepare reports, briefings, and documentation to support decision-making and operational objectives.
- Strong communication and stakeholder engagement skills.
- Experience managing sensitive information and maintaining accurate records.
- Ability to interpret and apply legislation, policies, and procedures.
- Customer-focused with experience resolving issues and managing expectations.
- Highly organised, resilient, and able to manage competing priorities.
- A positive and contemporary attitude towards people with disability and an understanding of its impact on individuals.
Click Apply Now to submit your application.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
