APS6 Senior Complaints Officer

Applications Close: 27/11/ :45 PM Occupation: Strategy, Communication and Governance Location: Canberra Metropolitan, Sydney Metropolitan, Brisbane Metropolitan, Adelaide Metropolitan, Hobart Metropolitan, Melbourne Metropolitan, Perth Metropolitan, Darwin Metropolitan Work Type: Ongoing - Full Time Join our team as an APS6 Senior Complaints Officer This exciting, ongoing role within the Governance team at the Administrative Review Tribunal can be located in Adelaide, Brisbane, Canberra, Hobart, Darwin, Perth, Melbourne and Sydney. Remuneration: The annual salary range for the position is APS6 - $94,563 - $106,394 p.a., plus a generous employer superannuation contribution of 15.4%. About the opportunity The Senior Complaints Officer works within the Governance section and is part of a small national team responsible for managing external complaints made to the Administrative Review Tribunal (ART). Working alongside the Assistant Director Complaints, the role primarily involves assessing, investigating and responding to complaints and liaising with complainants, who may be ART users, representatives or members of the public, as well as internal stakeholders. The Senior Complaints Officer also prepares reports for senior management, promotes best‑practice complaint handling, and may mentor and supervise junior staff in the team. This role may involve complainants sharing sensitive or traumatic experiences. You will understand the emotional nature of this work and be prepared to engage with respect, empathy and use a trauma‑informed approach. About you To be successful you will: Have highly developed analytical, investigation and problem‑solving skills, including demonstrated ability to identify issues, trends and risks, exercise sound judgement and contribute to business improvements. Have the ability to display resilience, professionalism and sensitivity when working through complex, potentially confronting material and challenging stakeholder interactions. Be able to demonstrate the ability to supervise junior staff and work effectively and cooperatively as a member of a small team. Have an in‑depth understanding, or the ability to quickly acquire an in‑depth understanding, of the ART’s legislative framework, jurisdiction and operations. Essential The Tribunal requires Australian Citizenship as a condition of engagement. All employees are required to undertake an Australian Federal Police Check and complete a health declaration. Desirable Relevant qualifications, training or experience in complaint management. More information about this position, the scope of the role, duties and required capabilities and experience, is contained within the Position Description, which is linked below and available on our Career Opportunities page. About the Tribunal The Administrative Review Tribunal plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws. We believe in providing our employees with a work environment that is supportive and rewarding. Our culture is one that welcomes all and we embrace flexibility and diversity. We believe our people are our most valuable asset and we work to support the skills, knowledge and capability of our staff. You can learn more about the Tribunal on our website. What we offer We believe the little extras can make a big difference in supporting your success and some of our great incentives include: Flexible working options, including flexi‑time and remote working to support you with your commitments outside of work. Competitive salary including generous superannuation employer contribution of 15.4%. Salary packaging options. Supportive career development opportunities. Access to holistic health and wellbeing programs including Fitness Passport which provides discount to 350+ gyms, free annual influenza vaccinations and free eye tests. Generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance and options to purchase leave. Employee Assistance Programme for you and your family. Positive and inclusive culture. Read our Enterprise Agreement for more information about our terms and conditions of employment. How to apply To be considered, all applications must be submitted online via the Career Opportunities page. Please click on the job title you are applying for, click apply at the top of the page and follow the instructions on the online application. Please do not apply via SEEK Apply portal. Please submit a CV (of no more than 4 pages) and cover letter (of no more than 2 pages) addressing how your experience matches the capabilities and experience of the role, referring to the position description. Applications close: Thursday, 27 November 2025 at 11:45 pm (AEDT) Contact Name: Kira Allen Title: Assistant Director Governance (acting) Tel: Email: Please contact the Talent team on or should you require assistance with accessing our website or with lodging your application. NO AGENCIES PLEASE We are a Circle Back Initiative Employer and commit to responding to every applicant. Please note a merit list/pool may be created to fill future like vacancies. Suitable candidates on this merit list/pool may be contacted in relation to identical or similar non‑ongoing and ongoing roles in the Tribunal, or the broader APS, within 18 months from the original advertised date in the gazette. The Administrative Review Tribunal is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, all genders, LGBTQI+ community and mature age people. If you have any support or access requirements, we encourage you to advise us if invited to interview. RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: #J-18808-Ljbffr