Complaints Resolution Officer

Job No: VIN2981
Location: Lewisham

  • Rare Opportunity to Make a Difference in a Purpose-Led Organisation
  • Hybrid Way of Working – Work/Life Flexibility Options
  • Not-for-Profit Salary Packaging Tax Free Benefits


    The St Vincent de Paul Society is a leading provider of community support services, whose mission is to shape a more just and compassionate society. We believe our employees are key to our success. Our staff are recognised for their achievements and are offered promotional opportunities on a meritocracy basis and values driven team environment and culture.


    Your New Role:

    Join Vinnies NSW team as a Dispute Resolution Specialist and manage the response to external complaints and feedback from clients, customers or suppliers. You will also support the Privacy Officer manage and resolve privacy breach complaints from any individual inside or outside the Society.

    This role will also require you to provide administrative support to ensure the effective and efficient operation of the Legal team.


    The Dispute Resolution Specialist will:

  • Oversee, manage, and support the review and implementation of the Society’s Feedback and Complaints Policy including through training and the development of plans and tools.
  • Ensure all investigations are conducted and finalised in accordance with the required timeframes Identify any system quality improvements and ensure appropriate recommendations are provided to senior management.
  • Prepare reports for the Board’s Governance, Risk and Nominations Committee or other committees as required.
  • Contribute to the implementation of effective risk management procedures to ensure compliance with legal, employment and governance requirements.
  • Assist with administrative tasks including requests for information; assistance with document execution; contract records management; and internal file management.


    To be successful, you will need:

  • Strong communication and negotiation skills and the ability to deal professionally with internal personnel, external stakeholders, and members of the public.
  • Demonstrated problem solving, research, analytical and report writing skills.
  • Demonstrated ability to act with a high degree of impartiality, confidentiality, and integrity at all times.
  • Experience managing a varied, high-volume caseload. with a demonstrated ability to produce high quality correspondence and strong organisational and administrative skills.


    Desirable criteria:

  • Relevant qualification/s or similar
  • Experience working in a customer service complaint handling or conflict resolution environment.
  • Experience working in a membership-based organisation to support and empower members and volunteers.
  • Experience working with an electronic complaints/risk management system.


If this sounds like you, don’t wait - apply now, we are interviewing applications as we receive them. Submit your application with a resume, for more about the role, see Position Description


If you have questions about this role, or require an easy read Position Description, please email Rhonda Ianna on , quoting: VIN number 2981.


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.


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.


 St Vincent de Paul (NSW) has a COVID- 19 vaccination policy that has identified this role as requiring a full COVID-19 vaccination. Medical exemptions with the NSW government contraindication form will be considered, subject to a satisfactory risk assessment. 




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