Assignment anticipated duration is up to 30 th September 2025 + Potential extensionHourly Rate: $55-$58/Hour + SuperLocation: Can be based in Canberra, Adelaide, Brisbane, Melbourne, and SydneyWorking Arrangements: HybridWork Hours: Monday to Friday: Regular Business HoursIdeal Start date: Mid-AprilOnboarding Time: Approx. 2 weeksExperience in Higher Education sector & complaint handling is highly desirableWork Rights: Australian Citizens only, a baseline security clearance is preferredAbout the role:Manage a caseload of complaintsMake timely decisions to progress or close complaints as a delegated decision-makerCommunicate effectively with internal and external stakeholders, both verbally and in writingRegularly engage with members of the public by phone, email, and face to faceIdentify and escalate emerging issues, trends, and systemic issuesWork effectively and cooperatively as a member of a team, including assisting with and participating in corporate activities, training, and mentoring team members as requiredContribute to the performance of the Complaints Branch and the Office in a collaborative and inclusive mannerRepresent the Office with integrity and professionalismUndertake administrative and project tasks as required.About you:Our ideal candidate will have:Excellent research and critical analysis skillsThe ability to communicate complex information both verbally and in writing to a diverse range of audiencesThe ability to apply judgement, discretion, and common-sense to their engagement with stakeholders and decision-makingWork effectively and efficiently to achieve results.The following education, experience (or relevant transferrable skills) would be beneficial, but not essential: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.