Intake Officer, Complaints – NSW Government

• $40 - $50 p/h + super
• 3 month contract with potential extensions
• Sydney CBD / WFH (3 days onsite per week)

Primary Purpose

Act as the first point of contact for complaints and enquiries, ensuring matters are triaged and directed appropriately within the organisation or to external agencies. Deliver empathetic, efficient, and professional service while working as part of a high-volume intake team.

Key Accountabilities

• Respond to and triage incoming phone calls, emails, and walk-ins from the public and agency contacts.
• Assess jurisdiction and route matters to the correct team or refer externally where appropriate.
• Use sound judgment and escalate complex or sensitive cases to senior staff when required.
• Process written complaints, including those outside jurisdiction, with appropriate follow-up or redirection.
• Manage challenging behaviour calmly and with emotional intelligence.
• Contribute to team-based business improvement activities and support a positive team environment.

Essential Requirements

• Experience in complaint handling or frontline customer service, ideally within a high-volume contact or call centre environment.
• Excellent interpersonal and communication skills, including the ability to work with diverse communities.
• Resilience and professionalism when dealing with sensitive or difficult situations.
• Ability to work both independently and as part of a team, managing competing demands.
• Confident using technology and systems to log and manage information.
• Willingness to comply with pre-employment checks, including criminal record and conflict of interest declarations.

If you have relevant experience, please submit your latest CV and we will be in touch shortly!