Complaints Officer

Aboriginal and Torres Strait Islander community-controlled health provider in one of the fastest-growing regions in Australia

A strong sense of community & inclusion

A career that makes a difference

At Kambu Health, we pride ourselves on being an organisation where the best people come to do their best work for our community.

Kambu Health stands as a proud community-controlled, not-for-profit organisation that has been a pillar of Aboriginal and Torres Strait Islander health and wellbeing across the Ipswich and West Moreton region since 1973. Established in response to the urgent need for equitable, accessible, and culturally safe healthcare services. Over the decades, we have evolved into a trusted provider of health and community services while remaining deeply connected to the cultural values, traditions, and aspirations of the community we serve. Today, Kambu Health employs over 100 dedicated staff, offering a comprehensive range of integrated services, including primary, allied and specialist health services, early childhood education and family support programs, across multiple clinics and community centres.

Our work is firmly rooted in our commitment to promoting cultural authority, enhancing community wellbeing, and improving health outcomes for Aboriginal and Torres Strait Islander peoples. If you are interested in creating pathways for families to access health, social, and educational services in a seamless, holistic manner that honours their cultural heritage and strengthens future generations, then Kambu Health is for you.

About the role

$85,000 plus 12% superannuation and leave loading

Initial 12-month, fixed-term position.

Full-time, 38 hours

Monday – Thursday 8:00am – 4:30pm, Friday 8:00am – 4:00pm

Kambu Health is excited to welcome a dedicated Complaints Officer with experience in health or NGO settings to join our team. In this important role, you'll use your strong communication and problem-solving skills to manage and resolve complaints with empathy and professionalism, ensuring positive outcomes for all involved. You'll collaborate with stakeholders, document your findings clearly, and help improve our complaint processes—all while contributing to a supportive and respectful environment.

About the successful applicant

To be successful in this role, you will:

Selection Criteria:

• Proven experience managing and resolving complaints within a health or NGO setting.
• Excellent oral and written communication skills, with the ability to listen actively and tailor messages to diverse audiences.
• Strong conflict resolution and de-escalation skills, demonstrating empathy and professionalism in difficult conversations.
• Well-developed analytical and problem-solving abilities to assess complaints, identify core issues, and recommend appropriate resolutions.
• Demonstrated ability to maintain accurate records, prepare detailed reports, and document case findings thoroughly.
• Experience building positive working relationships and collaborating effectively with internal teams and external stakeholders.
• Resilience and professionalism to remain calm under pressure and maintain objectivity throughout complaint handling.
• Strong organisational and administrative skills, with attention to detail in case management and workflow processes.
• Commitment to continuous improvement by identifying opportunities to enhance complaint management systems and escalating high-risk issues appropriately.

Mandatory Requirements:

• Current Blue Card

What We Offer:

• Annual Leave Loading of 17.5%
• Four (4) week annual leave
• Annual Christmas closure for all Kambu Health employees, with an additional two (2) gifted annual leave days
• Non-Taxable Fringe Benefits salary packaging options amounting to $15,900 per annum
• Uniform Provided
• Access to the Employee Assistance Program (EAP)
• Opportunities for both internal and external career growth, including professional development and networking events
• Opportunities to attend community and staff events throughout the year
• WFH opportunities available

Kambu Health recognises that we operate in a diverse community and welcomes applications from all ethnicity groups, ages, genders, LGBTQIA+ community, veterans, and people with a disability. Kambu Health embraces equal employment opportunities and we encourage Aboriginal and Torres Strait Islander people to apply.

You should provide a resume and a cover letter (no more than 2 pages) addressing the selection criteria listed within the position description in your application. Please apply online, applications will not be accepted if sent to the contact listed.

Find out more about working at Kambu Health at www.kambuhealth.com.au

Kambu Health is an equal opportunity employer committed to diversity.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Complaints Officer?
• Do you have a current Australian driver's licence?
• Do you have a current Working With Children (WWC) Check?

If you need to report any concerns about this job ad, please provide any other relevant details in the appropriate application fields.