OVERVIEW

Work type: Full time
Salary: $89,292 - $96,073
Grade: PoV3.2
Occupation: Administration/Secretarial
Location: CBD
Reference: VG/13062025
At the Parliament, our employees are the key to our success. Together we deliver innovative, professional and apolitical services to support our elected representatives and the democratic process. Our Parliament should be reflective of the community, and that’s why we seek to recruit the best, regardless of gender, age, disability, religion, sexual orientation or cultural background.

LEGAL & SOCIAL ISSUES COMMITTEE

• Fixed-term full-time opportunity (12 months)
• PoV Grade 3.2, $89,292 -$96,073 + 11.5% superannuation
  Make a meaningful impact by supporting the work of Parliament and assisting vulnerable stakeholders.
  We are currently seeking a resilient and dedicated Complaints and Administrative Officer to join our team. This role is ideal for someone with experience in social work, mental health, family violence, or other sectors that engage with vulnerable communities.

ABOUT THE ROLE

As the Complaints and Administrative Officer, you will play a key role in managing complex and sensitive complaints and enquiries from the public and stakeholders. Your professionalism, discretion, and excellent communication skills will be crucial in providing timely and effective responses.
In addition to handling complaints, you will support the work of the Committee by managing correspondence, coordinating meetings and public hearings, and processing sensitive documents.

KEY RESPONSIBILITIES

• Respond to and resolve complex verbal and written complaints with care, professionalism, and discretion, particularly those involving distressed or challenging stakeholders.
• Communicate with stakeholders from receipt to resolution of complaints, ensuring clarity and timely follow-up.
• Review and process sensitive documents accurately, following established protocols.
• Maintain secure and well-organized records of complaints, correspondence, and enquiries.
• Prepare internal and external correspondence, reports, and briefings under supervision.
• Support the coordination of Committee meetings and public hearings, including taking minutes and liaising with attendees.
• Assist with inbox management, triage, and resolution of enquiries.
• Proofread and footnote draft reports and briefing papers.
• Identify opportunities for process improvements in complaints handling and administrative procedures.
• Perform other duties as directed by the Clerk.

TO THRIVE IN THIS ROLE, YOU WILL BRING:

• Proven experience in managing complaints and enquiries, particularly from distressed or vulnerable individuals, using a calm, empathetic, and adaptable approach.
• High levels of resilience and professionalism in emotionally challenging situations.
• Excellent verbal and written communication skills, with the ability to engage tactfully and maintain confidentiality.
• Demonstrated administrative expertise including document handling, meeting coordination, and recordkeeping.
• Ability to manage competing deadlines while working independently and collaboratively in a small, focused team.
• Strong attention to detail, especially when reviewing or processing sensitive materials.
• Capacity to quickly grasp relevant legislation, procedures, and systems to provide informed advice.
• An understanding of the parliamentary or political environment is highly regarded.