Feedback and Complaints Officer

Looking for a role where listening leads to meaningful change?

At Meli, feedback is more than responding to concerns — it is a vital way we uphold client rights, strengthen trust, and continually improve how our services support people and communities. As our Feedback & Complaints Officer, you will play a central role in ensuring individuals feel heard, respected, and supported, particularly when raising sensitive or complex matters.

This is a purpose‑driven role focused on collaboration, fairness, and learning. You will work closely with clients, carers, community members, and internal teams to navigate concerns with care and professionalism, identify improvements, and contribute to a culture of openness, accountability, and continuous improvement. If you value respectful engagement, thoughtful problem‑solving, and making a genuine difference through inclusive and transparent processes, this role offers the opportunity to have meaningful impact every day.

As a Feedback & Complaints Officer, you will:

• Coordinate and manage Meli’s feedback and complaints processes, ensuring concerns are handled fairly, transparently, and in a timely way.
• Support clients, carers, and community members to raise feedback and complaints with confidence, using trauma‑informed, culturally safe, and inclusive approaches.
• Investigate and resolve complaints (including complex matters), working collaboratively with service teams to identify outcomes, learning, and improvements.
• Analyse feedback data and trends to inform quality improvement, strengthen compliance, and support a culture of openness, learning, and accountability.

Position Details

• Part time, ongoing position

• 0.8 FTE with flexibility, hours can be worked over four days or spread across five shorter days, providing options that may suit working parents, carers, or anyone seeking balance alongside purposeful, values‑driven work.
• $101, 032 p/a (pro-rata) + Super + Salary Packaging

What We’re Looking For

We value individuals who bring dedication, empathy, and expertise to their roles. To succeed in this position, you will have:

• Diploma-level qualification in business administration, customer service, community services, legal services, or a related field, or equivalent experience.
• Demonstrated experience managing complaints or client feedback, including handling sensitive or complex matters, ideally within a compliance‑focused or human services context
• Experience working with vulnerable people, including children, young people, and people from diverse backgrounds, using respectful, calm, and solution‑focused approaches
• Strong communication, judgement, and organisational skills, including accurate record‑keeping, report writing, use of case/incident management systems (e.g. RiskMan), and a commitment to continuous improvement and client rights

Why Work with Us?

At Meli, we offer more than just a job—we provide a platform to thrive, grow, and make an impact. Our Employee Value Proposition (EVP) includes:

• Supportive Culture: Join a values-driven organization that fosters collaboration and innovation.
• Career Growth: Access ongoing Learning & Development opportunities and clear pathways for progression.
• Financial Benefits: Enjoy salary packaging up to $15,900 per year, enhancing your financial well-being.
• Work-Life Balance: Benefit from flexible ways of working.
• Employee Wellbeing: Participate in employee-led Inclusion Working Groups, access confidential counselling via our Employee Assistance Program, and enjoy paid parental leave above the government scheme.
• Diversity and Inclusion: Be part of a team that celebrates diversity and actively supports individuals from all walks of life.

How to Apply

We’re excited to hear from you! Please submit your application, including a résumé and addressing the key selection criteria in the application form. Applications close 11:59pm, Friday 15^th May 2026

For more information about the position please contact Kassie Latimer, Senior Advisor Investigations & Improvement on 03 5226 8900.

Join Our Commitment

Meli is committed to providing a child-safe environment. We have zero tolerance of any abuse or harm of children. Our recruitment practices reflect our commitment to ensuring the safety and wellbeing of children and young people in our care. All employment with Meli is subject to reference checks, a satisfactory national (and international where relevant) police check, VIT Check (where applicable) and a current Working with Children Check prior to commencement of any paid or unpaid work and/or participation in any service or undertaking.

Meli is proud to be an equal-opportunity employer. We actively encourage applications from Aboriginal and Torres Strait Islander people, individuals from culturally diverse backgrounds, LGBTQIA+ community members, people living with disabilities, and those looking to return to the workforce.

Our usual process includes a written application, a phone call and a panel interview. If you require adjustments to the recruitment process, please email us at recruitment@meli.org.au to discuss how we can best support you.

Take the Next Step

If you’re ready to inspire change and make a lasting impact, click Apply Now and start your journey with Meli.

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