APS6 Senior Complaints Officer

Senior Complaints Officer – APS6

Location: Adelaide, Perth, Brisbane, Melbourne, Hobart, Sydney, Canberra. Employment type: Ongoing/non-ongoing. Full time or part time. Affirmative Measures – Indigenous.

Are you passionate about making a tangible difference in the lives of older Australians? Do you have a strong focus on customer outcomes and the resilience to manage complex and sensitive matters? If so, we want you to join a dynamic and dedicated team focused on improving the quality and safety of aged care services.

These positions are open only to Aboriginal and Torres Strait Islander applicants under Affirmative Measures – Indigenous.

As a Senior Complaints Officer, you will be at the forefront of protecting and enhancing the safety, health and wellbeing of people receiving aged care. You will work closely with aged care recipients, their families, service providers and internal stakeholders to resolve concerns and contribute to positive change within the sector.

Key responsibilities

- Engage with complainants, aged care recipients, their supporters and service providers to identify and resolve concerns in a timely manner.
- Conduct thorough analysis, identify risks and develop resolutions that ensure the best outcomes for older Australians.
- Manage a complex caseload while meeting key performance indicators and legislative requirements.
- Facilitate sensitive and difficult conversations with stakeholders, ensuring all interactions are handled with professionalism and care.
- Produce high-quality, evidence-based written correspondence and recommendations.
- Contribute positively to team goals, sharing insights, offering support and collaborating on key tasks.
- Represent the organisation publicly, upholding its values and Code of Conduct.

Essential skills & capabilities

- Strong analytical and problem-solving skills, with the ability to assess risk and make impartial, evidence-based recommendations.
- In-depth understanding of aged care legislation (including the Aged Care Act 1997 and Aged Care Quality Standards) and a commitment to continuous learning.
- Exceptional written and oral communication skills, with the ability to tailor your approach to diverse audiences.
- A customer-first mindset, with a focus on achieving positive outcomes for people receiving care.
- Well-developed time management skills, with the ability to balance competing priorities effectively.
- Strong interpersonal skills and the ability to manage relationships respectfully and productively within the team and with external stakeholders.
- A deep cultural understanding, particularly in working with Aboriginal and/or Torres Strait Islander communities.

Desirable experience

- Previous experience in complaints management, dispute resolution or working within the aged care, legal or healthcare sectors would be highly regarded.
- Familiarity with the financial aspects of aged care providers, including fee structures, is a plus.

Why you should consider this role

- Your work will directly influence the quality of aged care services, improving the lives of older Australians and their families.
- Collaborate with a passionate, multidisciplinary team dedicated to achieving the best outcomes.
- Benefit from ongoing professional development, including comprehensive training and induction programs.
- Our client offers flexibility with full-time or part-time opportunities across various locations.

If you're ready to bring your expertise and dedication to a role that will make a meaningful difference in the aged care sector, we encourage you to apply today

How to Apply

Enquiries can be made to Amanda Cox, Principal Consultant, Hudson, amanda.cox@hudson.com

Diversity, Equity & Inclusion at Hudson: Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.

Casual Loading: Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.

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