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Attorney-General Vacancy N.N. 10757276
Commonwealth Ombudsman Closing date: Wednesday, 28 August 2019
Job Title: Early Resolution Officer
Branch: Complaints Management and Education
Section: Early Resolution
Job Type: Ongoing, Full-time
Salary: $73,598 - $78,043
Location: Perth - WA
Classification: APS Level 5
Agency Employment Act: PS Act 1999
Position No: 668

Job Description



The Early Resolution Team assesses and resolves complaints received by the Office of the Commonwealth Ombudsman about Commonwealth agencies.

To be successful in this position you will draw on your experience considering complex circumstances in an administrative decision making context. You will also draw on your experience dealing directly with clients and/ or complainants using a wide range of communications channels.

The role includes:
• communicating with members of the public over the phone, in person and in writing (including members of the public who present to our office with vulnerabilities)
• utilising IT systems and your research skills to assess complaints to make decisions, and/or recommendations on how to resolve complaints
• utilising caseload management strategies to proactively manage your complaint workload
• some supervisory duties of junior staff.

Communication and a strong team work ethic is an essential quality of this position. You are expected to be an active member of the wider team and branch, as well as managing your complaint workload. This means you may be required to participate in reports, projects, presentations and other administrative work of the Office as required and contribute to the development, achievement and continuous improvement of team objectives and plans.


1. Assessing and analysing complaints received with a view to deciding the appropriate resolution actions.

2. Providing, both verbally and in writing, clear and accurate advice to Complainants, internal and external stakeholders.

3. Communicating effectively with people from a wide range of backgrounds.

4. Managing own work responsibilities, including the exercising judgment in a timely and efficient manner, seeking advice/escalating complex matters appropriately and proactively managing your complaint workload.

5. Working effectively and cooperatively as a member of a team, including assisting with quality assurance, participating in corporate activities and project work.

6. Supervising junior staff who may be co-located with you.

Our Ideal Candidate

The successful candidate will have experience in administrative decision making, supervision, complaints management, complex customer service or legal work.



The successful candidate must:

• be an Australian citizen, and
• have the ability to obtain and maintain, as a minimum, a baseline security clearance.


Shortlisted candidates will be required to undergo psychometric testing as part of this selection process.

Further information on this vacancy and how to apply can be found at our current vacancies page: http://www/

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 see:

About Commonwealth Ombudsman 

The Office of the Commonwealth Ombudsman safeguards the community in its dealings with the Australian Government. We also have oversight of some private sector organisations.

If an Australian Government agency has treated you unfairly or unreasonably, we can help you find a solution. Our service is free and we are independent.

We make sure the actions of agencies are fair and responsible by:
• handling complaints
• conducting investigations
• performing audits and inspections
• encouraging good administration.

We have the following specialist roles:
• Private Health Insurance
• Overseas Students
• VET Student Loans
• the Postal Industry
• the Defence Force
• Immigration
• Law Enforcement
• the Australian Capital Territory Ombudsman

We are also responsible for:
• oversight of the Commonwealth Public Interest Disclosure scheme
• inspection and monitoring of certain covert and intrusive powers by police and other law enforcement agencies.

We also have an International program to promote:
• best practice in complaint handling
• good government administration within our region.

To Apply

Position Contact: David Pezzanite, 08 7088 0603
Apply Address: Applications should be emailed to
Agency Recruitment Site:
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware that;
.  the names of successful applicants may also be notified in all formats of the electronic Public Service Gazette
.  applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
This notice is part of the electronic Public Service Gazette PS33-Wed - 14 Aug 2019 Published by Australian Public Service Commission.
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