APS5 Complaints Officer and APS6 Senior Complaints Officer (National)

The Aged Care Quality and Safety Commission have several exciting positions within the Intake and Complaints Resolution Group. We are recruiting for both :

APS5 Complaints Officer

Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.

Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

APS6 Senior Complaints Officer

Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits.Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience.

Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.

ABOUT INTAKE AND COMPLAINTS RESOLUTION GROUP

Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints Resolution sectionsits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

APS5 Complaints Officer Duties include :

• Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
• Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
• Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
• Accurately recording information including, preparing detailed reports, correspondence and recommendations
• Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
• The incumbent can expect to be allocated other duties

APS6 Senior Complaints Officer Duties Include :

WHAT YOU’LL NEED TO BE SUCCESSFUL (SELECTION CRITERIA)

APS5 Complaints Officer

To be successful in this role you will need to demonstrate the following :

Desirable skills, experience and qualifications

Experience in complaints management, aged care or clinical experience is highly desirable but not mandatory, as you will undertake a well-developed orientation program to support the right candidate to excel in this role.

APS6 Senior Complaints Officer

To be successful in this role you will need to demonstrate the following :

Desirable skills, experience and qualifications

Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory.

Role specific requirements

POSITION NOTES :

HOW TO APPLY

As part of your application, you will need to provide

Please complete the application and submit by 11 : 00pm on Sunday, 13 July 2025 (AEST).

Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Katie Plimpton by emailing Katie.Plimpton@agedcarequality.gov.au with the position title in the subject line.

SELECTION PROCESS

Candidates will be contacted for virtual interviews and written assessments from 17 July 2025.

Interviews and written assessments will be scheduled 28 July – 1 August.

Merit pool

A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement. Non-ongoing opportunities may be offered up to a total maximum contract period of 2 years.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan . The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

Further information :

For further information, please view the position description and the candidate pack.

For further information about the Quality Commission, office locations and other related resources, please visit https : / / www.agedcarequality.gov.au

For more information on the Australian Public Service, please visit http : / / www.apsc.gov.au / publications-and-media / current-publications / cracking-the-code / factsheet-4 and http : / / www.apsc.gov.au / publications-and-media / current-publications / cracking-the-code .

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