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About the Aged Care Quality and Safety CommissionThe Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system.As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities.It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services.Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au.About the Customer Contact TeamThe 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 RoleThe 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 respond 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 judgement to determine consumer needs.Position DutiesClearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiriesProvide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post for enquiries, feedback, complaints notifications, and the Commission''s enquiry mailboxCollect, collate and consider information about complaints in preparation for allocationAssess and elevate risks regarding more complex enquiries, and complaints to senior officersApplying knowledge of procedures, legislation and delegation to resolve enquiries and elevate matters in a timely manner within agreed service level agreementsIdentify and prioritise consumer who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership teamEnsuring accurate records of consumer transactions in the case management systemCollaborating in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as requiredHaving knowledge of the Commission risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risksPosition Eligibility Requirements (Selection Criteria)To be successful in this role you will need to demonstrate the following:Demonstrated customer service experience providing advice and responses to customer enquiries via a range of communication channelsAbility to research, analyse and apply judgement of procedures, legislation, and delegations to assess risks and elevate more complex enquiriesDeveloped interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectationsExperience having difficult conversations or challenging customer enquiries, to prioritise customers in distress including consumers that are vulnerable or have accessibility needsGood attention to detail with the ability to communicate in writing, and update accurate records management of consumer enquiriesStrong computer skills including the use of the Microsoft Office suite and internal systemsDemonstrated internal and external stakeholder management skills to confidently liaise and communicate with a range of audiencesAbility to work collaboratively with the team to share knowledge, build team capability, and contribute to continuous improvements to enhance service delivery and customer satisfactionEffective time management skills to manage high-volume customer enquiries in accordance with the agreed service level agreementWork a standard day of 7 hours 30 minutes on a set or varied roster between the bandwidth hours of 7.00am to 7.00pm, from Monday to FridayAttend an onsite four-week inductionPosition NotesSalary offered will be between $80,425- $84,980 per annum depending on skills and experience. In addition, 15.4% superannuation will be paidOnly 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-apsNon-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 monthsMerit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacanciesApplication ProcessIn your application, please provide answer to the below 2 questions separately in not more than 300 words each, and a copy of your CV.This role involves handling complex inquiries, complaints and questions from older persons, their carers and their families and providers which includes some of our most vulnerable Australians. What do you believe are the key skills and qualities required to perform this role?Tell us about a time where you provided service to an emotional customer that was being disrespectful and did not agree with your advice. How did you respond, what actions did you take and what was the outcome?Please complete the application and submit by 11 pm (AEDT) on Sunday, 7 December 2025.Contact InformationPlease contact our recruitment team on (02) 9633 3262 or [email protected] for assistance with accessing our website or with lodging your application.Specific questions about the roles can be directed to ICRG Support by emailing [email protected] with Position title in the subject line.Diversity and InclusionThe Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.RecruitAbilityRecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit AdjustmentsWe provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email [email protected] if you need any adjustments made.Further InformationFor further information about the Quality Commission, office locations and other related resources, please visit more information on the Australian Public Service, please visit and