Complaints Officers

About this role

Opening its doors in February 2025 and situated within the Office of the Commonwealth Ombudsman, the National Student Ombudsman (NSO) provides an independent and impartial mechanism for students to escalate complaints about the actions of their TEQSA-registered higher education provider. The NSO employs a trauma informed approach to complaint handling and has powers to consider a broad range of issues that may impact students, including student safety and wellbeing.

Our services include: • Complaint resolution through a variety of pathways including restorative engagement, alternative dispute resolution and formal investigations • Proactively addressing systemic issues • Undertaking education and outreach activities across the higher education sector • Sharing findings with higher education providers and regulators, recommending actions to improve their policies and practices

For more information about who we are and what we do, please visit our website .

The NSO Complaints Team is the initial point of contact for higher education students and works efficiently and effectively with students to assess and resolve complaints. Complaints Officers work with students and higher education providers to resolve matters using a range of dispute resolution and investigative tools.

We are seeking Complaints Officers at the APS 5 level. We are looking for people who have a strong sense of curiosity, the courage to challenge ideas and energetic enthusiasm. We are looking for people with broad experience working in complaint handling, or a similar public facing environment, and who are comfortable engaging with students and higher education providers by phone, in writing or in person. The duties of the role include but are not limited to: • Engaging with students in writing, face to face and by telephone including rostered contact centre shifts to register, assess and analyse complaints and enquiries. • Engaging with higher education providers and exercising delegated legislative powers to gather information to progress cases to resolution. • Managing a diverse caseload of simple, complex and sensitive complaints to deliver efficient and effective outcomes. • Understanding, responding to and resolving complex or sensitive enquiries by providing specific program, service or policy information to complainants. • Working effectively and cooperatively as a member of a team, including assisting with quality assurance, and participating in corporate activities and project work. • Identifying opportunities to make recommendations, comments and suggestion to higher education providers to improve process and policy. • Representing the NSO at outreach activities and events.

For more information on the role please view the Candidate Information Kit on our website.