About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission (Commission) is the national regulator of Commonwealth funded aged care services. We work with stakeholders to foster a world-class sector that safeguards the wellbeing and rights of older Australians receiving aged care.

We offer a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our vision for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life.

About the Team

Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care.

The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to a range of contacts including enquiries, feedback, out of scope contacts, and complaints via phone, email, web, and post.

The Customer Contact Team is a dynamic and fast paced environment where no day is the same.

About the Role

The Customer Contact Officer plays a pivotal role at the Aged Care Quality and Safety Commission (the Commission). Customer Contact Officers are the first contact and responder to consumer enquiries from the public and aged care service providers about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission.

Working under the general supervision of a Team Leader, Customer Contact Officers responds to a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. Customer Contact Officers undertake research and interpret relevant legislation, policies, and procedures within defined parameters to make decisions and use judgment to determine consumer needs.

Position duties include, but are not limited to:

• Clearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries
• Provide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post
• Collect, collate and consider information about complaints in preparation for allocation
• Assess and escalate risks regarding more complex enquiries, and complaints to senior officers
• Applying knowledge of procedures, legislation and delegation to resolve enquiries and escalate matters in a timely manner within agreed service level agreements
• Identify and priorities consumer who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team
• Maintain accurate records of interactions with older Australians receiving care, their representatives and Providers in the case management system
• Collaborating in a national team which may include virtual or face-to-face with peers as required.

Position Details

• Salary offered will be between $80,425 - $84,980 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
• Shortlisted applicants will be required to provide confirmation of Aboriginal and/or Torres Strait Islander heritage.

Please complete the application and submit by Sunday 19 October 2025, 11:30PM AEDT.

Applications are to be submitted via the Aged Care Quality and Safety Commission Careers page.