Job Description
Full time, fixed terms for two years – possibility of extension
Drive a culture of empathy and outstanding customer care as a Complaints Triage Officer in a key project role
Base Salary $103,185 - $111,237 + 17%
About the opportunity
Join a leading university team as a Complaints Triage Officer and play a pivotal role in ensuring fair, timely, and consistent resolution of complaints and enquiries. You’ll be at the heart of our complaints resolution framework - assessing, triaging, and coordinating matters with professionalism, empathy, and a strong customer service focus.
We’re looking for someone who is genuinely interested in people and thrives on building connections. You enjoy engaging with others, are prepared to make phone calls, and have the persistence to follow things through to resolution. You’re a critical thinker and proactive problem-solver who can assess situations quickly and make sound decisions.
This is your chance to make a real impact by improving processes, supporting stakeholders, and driving continuous improvement.
Your key responsibilities will be to:
Manage the intake, assessment, and triage of complaints using structured protocols.
Apply sound judgment to determine severity, risk, and urgency, escalating complex matters when needed.
Provide clear, empathetic advice to complainants, respondents, and stakeholders.
Maintain accurate records and ensure compliance with legislation and university policy.
Collaborate across faculties and specialist units for consistent resolution.
Contribute to systemic improvements through data analysis and process refinement.
About you
A self-starter mindset with the confidence to work independently while being well supported by a collaborative team.
Exceptional interpersonal skills and a commitment to service excellence, underpinned by a strong customer service background.
Proven experience in complaints handling within regulatory, legal, or higher education environments.
Strong analytical skills and the ability to manage sensitive, high-volume caseloads with empathy and professionalism.
Knowledge of relevant legislation and best practice frameworks.
Familiarity with university governance, student support services, and external regulatory bodies.
Drive a culture of empathy and outstanding customer care as a Complaints Triage Officer in a key project role
Base Salary $103,185 - $111,237 + 17%
About the opportunity
Join a leading university team as a Complaints Triage Officer and play a pivotal role in ensuring fair, timely, and consistent resolution of complaints and enquiries. You’ll be at the heart of our complaints resolution framework - assessing, triaging, and coordinating matters with professionalism, empathy, and a strong customer service focus.
We’re looking for someone who is genuinely interested in people and thrives on building connections. You enjoy engaging with others, are prepared to make phone calls, and have the persistence to follow things through to resolution. You’re a critical thinker and proactive problem-solver who can assess situations quickly and make sound decisions.
This is your chance to make a real impact by improving processes, supporting stakeholders, and driving continuous improvement.
Your key responsibilities will be to:
Manage the intake, assessment, and triage of complaints using structured protocols.
Apply sound judgment to determine severity, risk, and urgency, escalating complex matters when needed.
Provide clear, empathetic advice to complainants, respondents, and stakeholders.
Maintain accurate records and ensure compliance with legislation and university policy.
Collaborate across faculties and specialist units for consistent resolution.
Contribute to systemic improvements through data analysis and process refinement.
About you
A self-starter mindset with the confidence to work independently while being well supported by a collaborative team.
Exceptional interpersonal skills and a commitment to service excellence, underpinned by a strong customer service background.
Proven experience in complaints handling within regulatory, legal, or higher education environments.
Strong analytical skills and the ability to manage sensitive, high-volume caseloads with empathy and professionalism.
Knowledge of relevant legislation and best practice frameworks.
Familiarity with university governance, student support services, and external regulatory bodies.
💡 Quick Summary
Seeking a career-building opportunity? The Complaints Triage Officer position is now open for candidates interested in the Admin Executive sector. This role in Camperdown offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Admin Executive is a plus.
