Aps6 Senior Complaints Officer

Apply for the APS6 Senior Complaints Officer role at the Administrative Review Tribunal.

Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Remuneration : $94,563 - $106,394 per annum, plus a generous employer superannuation contribution of 15.4%.

About the opportunity

The Senior Complaints Officer works within the Governance section and is part of a small national team responsible for managing external complaints made to the Administrative Review Tribunal (ART).

Working alongside the Assistant Director Complaints, the role primarily involves assessing, investigating, and responding to complaints and liaising with complainants—ART users, representatives, or members of the public—as well as internal stakeholders.

The Senior Complaints Officer also prepares reports for senior management, promotes best‑practice complaint handling, and may mentor and supervise junior staff in the team.

This role may involve complainants sharing sensitive or traumatic experiences. You will understand the emotional nature of this work and be prepared to engage with respect, empathy, and a trauma‑informed approach.

About you

• Highly developed analytical, investigation, and problem‑solving skills, including the ability to identify issues, trends, and risks, exercise sound judgement, and contribute to business improvements.
• Resilience, professionalism, and sensitivity when working through complex, potentially confronting material and challenging stakeholder interactions.
• Ability to supervise junior staff and work effectively and cooperatively as a member of a small team.
• In‑depth understanding, or the ability to quickly acquire, of the ART's legislative framework, jurisdiction, and operations.
• Australian citizenship (required). All employees are required to undertake an Australian Federal Police Check and complete a health declaration.
• Relevant qualifications, training, or experience in complaint management.

How to apply

Submit your application online via the Career Opportunities page. Click on the job title, then click apply at the top of the page and follow the instructions on the online application portal.

Do not apply via SEEK Apply portal.

Include a CV (no more than 4 pages) and a cover letter (no more than 2 pages) addressing how your experience matches the capabilities and experience of the role, referring to the position description.

Applications close : Thursday, 27 November 11 : 45 pm (AEDT).

To discuss this position, please contact Kira Allen (Tel : [phone]) or email. If you require assistance with accessing our website or with lodging your application, contact the Talent team.

Equal Employment Opportunity

The Administrative Review Tribunal is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, all genders, LGBTQI+, and mature‑age people. If you have any support or access requirements, we encourage you to advise us if invited to interview.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.

Senior level : Not applicable

Employment type : Full-time

Job function : Administrative, General Business, and Other

Industries : Government Administration

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