Senior Complaints Advisor

About the Organisation

Make a real difference in the lives of vulnerable Australians with this unique opportunity to provide both corporate expertise and community support. With a focus on people, not profit, Life Without Barriers' corporate services team partners with our direct support staff, clients, and their families to ensure we continue our mission to change lives for the better.  If a truly inclusive, collaborative, and fast-paced work environment sounds like your next career move, this is an opening not to be missed.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people, and people with mental illness. We work with people who are homeless and refugees and asylum seekers.  Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the role

Reporting to National Complaints Manager, this is a critical role where you will provide expertise to Client Services, across all LWB supported sectors, but in particular, the Child Youth and Family Program, ensuring complaint matters are handled sensitively, responses are person centred with a solution-based approach used to resolve complaints in a timely fashion.

You will have a key role in leading and strengthening the implementation of the Complaint Uplift work across the organisation.  You will assess, triage, monitor, maintain and review complaint events and data to proactively support Client Services via coaching and mentoring to achieve successful complaint resolution responses.  The incumbent will also liaise directly with complainants and identify and mitigate critical risks as they arise.

This is a full time, maximum term contract through to February 2026, offering flexibility work to work from your preferred location, whether from home or one of our local LWB offices.

Key Responsibilities

• Manage complaints in accordance with the Life Without Barriers suite of National Complaints and Feedback Management and Resolution Policy and Procedures
• Utilise knowledge of complaints procedure to advise on all aspects of receiving, reviewing, monitoring and finalising complaints
• Provide expert coaching and mentoring to Client Services staff to assist in their skills response to negotiate and resolve complaints
• Identify and mitigate identified risks as they emerge via the complaints process
• Liaise with complainants in a timely, sensitive and informative manner
• Manage, record and disseminate incoming correspondence and requests within required timeframes
• Maintain data records and systems for accurate information and timely reporting
• Analyse and identify potential client risks and safeguarding issues, requiring external reporting via NSU reportable incident teams, when reviewing and triaging complaint events.

Skills & Experience

• Tertiary qualifications in Social/Community Services or related Human Services
• Experience in Child Youth Family in a case management or practice role would be an advantage
• Current Drivers licence
• Demonstrated experience and understanding of the issues involved in dealing with complaints and knowledge of reportable conduct/incident allegations in the workplace
• Working knowledge of relevant Child Protection Acts, regulatory and complaints management frameworks
• Experience in analytical and critical thinking, problem solving and being solutions focussed
• Demonstrated experience in managing competing priorities and to deliver outcomes within agreed timeframes and quality standards
• Demonstrated strong written and verbal, communication skills
• Ability to handle sensitive situations, demonstrate a high level of confidentiality and operate with integrity and honesty
• Demonstrated ability to use initiative and think laterally, strategically sourcing and extracting information needed for the compilation of complex reports and correspondence
• Intermediate skills in Microsoft Office (Outlook, Word, Excel, and PowerPoint), iReport (internal candidates) and SharePoint

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).

Benefits

• Full time maximum term contract through to February 2026, location flexible
• Opportunity to grow make a huge impact
• Monthly rostered days off and salary packaging benefits

How to Apply

Include your resume and covering letter in one document, click 'Apply' and follow the prompts. For any enquiries including persons with disability that require adjustments, contact Debra Neil at

Candidates with disabilities who require adjustments to the recruitment process or the application form in an alternate format can visit for information on our access and inclusion work and how to contact us directly.

Applications close at midnight Sunday 7th September 2025.