Complaints Assessment and Administration Officer

5 days ago


Auburn, Australia Momentum Consulting Group Pty Ltd Full time $60,000 - $90,000 per year

Make a difference in local government accountability

Join the Internal Ombudsman Shared Service (IOSS) in a permanent full-time role supporting complaint resolution and fair outcomes across several Councils across Western Sydney.

This is a unique opportunity to combine frontline complaint handling with administrative support, ensuring fairness, transparency, and integrity in local government services.

What's on offer

  • Contract role, full-time role - job security and work/life balance
  • Competitive Grade 11 salary + benefits
  • Contribute to meaningful community outcomes
  • Supportive, professional team environment

About the role

As a Complaints Assessment and Administration Officer, you will:
- Assess, coordinate, and respond to complaints with professionalism and confidentiality
- Provide advice to internal and external customers regarding complaint processes
- Handling sensitive and sometimes complex matters with professionalism and confidentiality
- Manage case files and records in the IOSS system
- Preparing high-quality written responses, reports, and executive documents
- Coordinating meetings, preparing minutes, and supporting the Ombudsman team with administration

About you

We're looking for someone with:
- Experience in complaint handling, negotiation, and conflict resolution
- Demonstrated report writing ability
- Excellent written and verbal communication skills
- Strong problem-solving and decision-making ability
- Ability to manage competing priorities independently
- A commitment to fairness, accountability, and ethical practice

Bonus if you have:
- Experience in an ombudsman, regulatory, or complaint handling role
- Local government knowledge
- Knowledge of systems review and corruption prevention strategies
- Knowledge of the internal Ombudsman function, and relevant external agencies

How to apply

If you're motivated by fairness and enjoy balancing people-focused service with detailed administration, APPLY today to join the IOSS team.



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