AO5 Complaints Intake and Resolution Officer

Public Sector People is recruiting for an A05 Complaints Intake and Resolution Officer on behalf of a State Government Department. This role is a temporary position with potential for extension. It involves receiving, triaging and managing complaints, maintaining accurate records, assessing risk, and facilitating early intervention and dispute resolution services.

This Complaints Intake and Resolution Officer plays a key role within the complaints intake and triage team. You will support the division in protecting community safety, resolving complaints efficiently, engaging with diverse consumers, and ensuring accurate record-keeping in line with statutory requirements.

Benefits of the Role

• 3-Month Contract + Possible Extension
• State Government Department
• Central Brisbane CBD Location
• Attractive Hourly Rate – $68.22 + Super
• Full-Time Hours

• Receive and triage service complaints, notifications and enquiries, escalating high-risk matters.
• Apply relevant legislation, standards, and codes of conduct to assess complaints.
• Conduct early dispute resolution processes, including conciliation, to achieve fair outcomes.
• Build and maintain effective relationships with internal and external stakeholders.
• Communicate clearly and empathetically with complainants, including people in conflict.
• Maintain accurate complaint and enquiry records in accordance with statutory requirements.
• Contribute to quality assurance and continuous improvement initiatives.

• Previous experience interpreting and applying legislation.
• Skilled in dispute resolution, negotiation and conciliation.
• Clear, confident, and respectful communicator with resilience to manage sensitive information.
• Self-motivated, organised and able to work autonomously under limited supervision.
• Previous Local, State or Federal Government experience desirable.
• Relevant tertiary qualifications desirable but not mandatory.