* Assignment anticipated duration is up to 30 th September 2025 + Potential extension
* Hourly Rate: $55-$58/Hour + Super
* Location: Can be based in Canberra, Adelaide, Brisbane, Melbourne, and Sydney
* Working Arrangements: Hybrid
* Work Hours: Monday to Friday: Regular Business Hours
* Ideal Start date: Mid-April
* Onboarding Time: Approx. 2 weeks
* Experience in Higher Education sector & complaint handling is highly desirable
* Work Rights: Australian Citizens only, a baseline security clearance is preferred
About the role:
o Manage a caseload of complaints
o Make timely decisions to progress or close complaints as a delegated decision-maker
o Communicate effectively with internal and external stakeholders, both verbally and in writing
o Regularly engage with members of the public by phone, email, and face to face
o Identify and escalate emerging issues, trends, and systemic issues
o Work effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training, and mentoring team members as required
o Contribute to the performance of the Complaints Branch and the Office in a collaborative and inclusive manner
o Represent the Office with integrity and professionalism
o Undertake administrative and project tasks as required.
About you:
Our ideal candidate will have:
o Excellent research and critical analysis skills
o The ability to communicate complex information both verbally and in writing to a diverse range of audiences
o The ability to apply judgement, discretion, and common-sense to their engagement with stakeholders and decision-making
o Work effectively and efficiently to achieve results.
The following education, experience (or relevant transferrable skills) would be beneficial, but not essential:
o Experience in complaint handling, investigations, or regulation (such as application assessment, compliance monitoring, audit, or enforcement).
This pay rate is inclusive of mandatory 25% casual loading.
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