The Opportunity

We are seeking an experienced Senior Complaints Officer to join a specialist team managing complex and sensitive complaints, supporting early resolution and facilitating conciliation processes.

This is an initial 3 month contract with genuine potential for longer-term career development within the organisation. You'll undertake rewarding work that makes a meaningful difference, while developing your skills across complaints management, dispute resolution, legislation and conciliation.

The role offers genuine flexibility, a supportive team environment and the opportunity to manage your own caseload while working alongside experienced professionals.

As a Senior Complaints Officer, you will:

• Manage multiple complex and sensitive complaints concurrently, assessing matters and determining appropriate resolution pathways;

• Facilitate conciliation conferences and dispute resolution processes to support fair and sustainable outcomes;

• Apply and interpret relevant legislation, policies and procedures;

• Build rapport and manage effective relationships with diverse complaint parties;

• Respond to public enquiries and provide appropriate information and referrals;

• Maintain accurate electronic records and manage case files to a high standard; and

• Exercise sound judgement when assessing complex issues, risks and appropriate courses of action.

Required Experience

• Experience in complaints, case management, dispute resolution, investigations or a similar environment;

• Strong organisational skills and the ability to manage multiple complex files concurrently;

• Excellent communication skills and the ability to manage difficult or sensitive conversations;

• Sound judgement, analytical skills and the ability to work independently; and

• Resilience and professionalism when dealing with confronting or distressing matters.

Highly regarded:

• Legal, complaints or dispute resolution experience, supported by a relevant qualification;

• Previous government or public sector experience, particularly in a regulatory or statutory environment;

• Professional experience in complaints, mediation, conciliation or dispute resolution; and

• Experience interpreting and applying legislation, policies and procedures.

Benefits

• Genuinely rewarding and meaningful work where you can make a difference;

• Genuine flexibility and a supportive, collaborative working environment;

• Initial three-month contract with potential for longer-term career opportunities;

• Career development opportunities within the organisation;

• Exposure to complex complaints, dispute resolution and conciliation;

• Opportunity to develop highly transferable legislative, case management and dispute resolution skills; and

• Work alongside experienced professionals in a specialist team.

How to Apply

For more information or a confidential discussion please click to reveal the contact details for Brianna Brutnall at u&u brianna.brutnall@uandu.com quoting reference number 46517.

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via adjustments@uandu.com or contact u&u on 07 3232 9100 to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.

Please submit your resume in Word format only.