Complaints Resolution Officer

Date: 18 Nov 2025

Location:

Lewisham, NSW, AU, 2049

Requisition ID: 1911

About Us

The St Vincent de Paul Society is a leading provider of community support services, whose values  it is to shape a more just and compassionate society. We believe our employees are key to our success and offer Learning and Development programs to enhance and grow your career across a range of teams and services. Our employees are recognised for their achievements and offered promotional opportunities on a meritocracy basis within a collegiate and values driven team environment and culture. The Society recognises the value of an inclusive work environment and believes that our diversity is a strength in the work we do with our local communities.

Your Role

As a Complaints Resolution Officer, you’ll play a key role in ensuring the Society’s complaints are managed efficiently, respectfully, and in line with our values. You’ll receive, assess and coordinate the resolution of complaints, supporting a fair and transparent process for all parties involved. Working within the Legal team in the Corporate Services directorate, and reporting to the General Counsel, you’ll contribute to maintaining trust, integrity, and continuous improvement across the organisation. You’ll also provide guidance on complaint handling practices and help foster a culture of accountability and responsiveness. This is a fixed term contract until the end of August 2026 and can be a full time or part time position, to be discussed during the screening process.

Your Responsibility

Receive, assess, and coordinate the investigation of external complaints, ensuring timely and fair resolution.

Provide clear, professional advice on the Society’s Complaints Handling Policy.

Appoint and liaise with investigators, monitor progress, and ensure investigations are completed within required time limits.

Maintain accurate complaint records and prepare regular reports for senior management.

Support effective risk management, compliance, and workplace safety practices.

Contribute to the successful implementation of the Society’s Strategic Plan.

You Will Need

You’re an empathetic and detail-focused professional who thrives in resolving complex issues calmly and fairly. You bring:

Experience in complaints handling, customer service, or conflict resolution.

Strong communication and negotiation skills with the ability to engage confidently with internal and external stakeholders.

Proven analytical and problem-solving skills.

A commitment to impartiality, confidentiality and ethical practice.

The ability to manage a varied caseload and produce clear, high-quality correspondence and reports.

Desirable: Experience working in a membership-based or not-for-profit organisation.

Apply Now

If this sounds like you, don’t wait - apply now, we are interviewing applications as we receive them.

We offer:

Supportive Team – Join a welcoming, values-driven team with a strong sense of community.
Boost Your Take-Home Pay – Access up to $15,900 in tax-free benefits for everyday expenses.
Career Progression – Grow with clear pathways to leadership and internal opportunities.
Learning & Development - On-demand training to support your professional growth. 
Wellbeing Support – EAP and wellness services to support your mental and physical well-being. 
Flexible Work Options – Enjoy hybrid/flexible work arrangements for better work-life balance.
Inclusive Culture – Thrive in a diverse workplace with active RAP and DIAP programs.
Leave Benefits – Enjoy up to 16 weeks of paid parental leave, plus access to cultural and study leave to support your personal and professional life.

St Vincent de Paul Society (NSW) welcomes people from all backgrounds, ethnicities, cultures, and experiences. We are an equal opportunity employer and are committed to engaging a diverse workforce. We encourage applications from Aboriginal and Torres Strait Islanders, people with disability, people from diverse cultural and linguistic backgrounds, people who identify as LGBTQIA+, candidates of any or no religious beliefs and applicants of all ages. If you are a candidate with disability please let us know if you require any support to participate in the application and recruitment process.

The Society is committed to being a Child Safe organisation, further information can be found in the Society’s commitment to Safeguarding Children & Young People. Prior to an offer of employment, candidates will be required to complete the pre-employment checks including a Police check & Working with Children check. A health / medical assessment may be required for some roles.