Complaints Officer

Vacancy Number

ER2292

Position Title

Complaints Officer

Employment Status

Permanent, Full Time

Department

Strategy, People and Performance

Location

Bundall Precinct

Award Classification

Stream A, Level 6

Salary

$101,616 - $108,140 plus superannuation

Hours

36 hours, 9 Day Fortnight

About the team

The Complaints and Information Access team plays a vital role in upholding transparency, accountability, and trust across the organisation. As part of the Chief Risk and Audit Office, we manage sensitive and high-impact matters with professionalism and care.

This role sits within a small, dedicated Complaints function—comprised of two Complaints Officers reporting to the Coordinator Complaints and Information Access. Together, we handle a diverse range of complaints, working collaboratively to resolve issues and improve outcomes for the City.

About your new role

The Complaints Officer, in conjunction with the broader team, is responsible for responding to complaints and providing advice that is in the public interest. The position is required to conduct internal reviews of complaints in a timely and professional manner, having regard to both policy and statutory obligations.

The successful candidate will contribute to the improvement of decision-making across the City by impartially reviewing complaints, providing observations and recommendations, and providing advice and training on complaints management to the organisation.

The role requires the ability to research, interpret and apply a variety of legislative instruments related to the City's functions. Please see position brief attached for role responsibilities.

We're looking for people who have:

•    Minimum of 2 years experience in Local Government, undertaking complex investigations and / or administrative law experience

•    Experience in using enterprise ICT systems such as Microsoft 365 Suite, SAP, Objective and LGP Pathway

•    Effective written and verbal communication skills

•    Demonstrated analytical and critical thinking skills

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia and we have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We're committed to creating a diverse workplace and inclusive culture.

How to apply

For more information, view the position brief by clicking the paperclip icon in the top right corner of this screen.

Click 'Apply' to submit your online application. Upload your Resume with a Cover Letter (of no more than 2 pages) that outlines your relevant skills and experience in undertaking and assessing complaints, complex investigations and/or administrative law.

Documents need to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person

Rachel Foley

Contact Number

Closing Date

Sunday 19th October 2025

Please note applications for all of our vacancies close at 10.30pm on the listed closing date.

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.