Complaints Officer jobs

Company Description

Every institution values excellence. What matters most is why.
Griffith was created to be a different type of university. You’ll find we’re about leading research, academic excellence, and the transformative power of education. But what sets us apart is why those things matter and how you’ll achieve them.

Why? Griffith brings together exceptional minds like yours from across the globe and from all walks of life. Here, we do incredible work, questioning and challenging, always in the pursuit of excellence.

Job Description

About the Opportunity

The Integrity and Complaints Officer provides expert advice and guidance to investigators and specialist teams on procedural integrity across complaints and integrity-related processes. The role supports the timely, consistent, and compliant resolution of complex matters, while contributing to the development and implementation of strategies, solutions, and business process improvements that enhance the management of complaints and associated processes.

Key responsibilities

• Provide frontline advice and intake services for complaints and integrity matters, assessing enquiries and referring issues to appropriate channels.
• Receive, assess and triage complaints, academic integrity matters, reviews and appeals, conducting initial risk assessments and referrals in line with University policies and legislative requirements.
• Manage low-risk student matters, including providing advice and supporting early resolution where appropriate.
• Coordinate complaint administration throughout the case lifecycle, maintaining accurate, confidential records and ensuring compliance with information management requirements.
• Provide administrative and secretariat support for complaints governance activities, including the University Appeals Committee.
• Support the annual Declaration of Interests process through system administration, enquiry management, monitoring and reporting.
• Maintain and improve complaints and integrity frameworks, processes, systems and resources to support efficient and compliant case management.
• Monitor trends, risks and systemic issues, providing insights and recommendations to support continuous improvement.
• Develop and maintain complaints and integrity guidance, content and training resources.
• Foster collaborative relationships across the University to support effective case management and promote a culture of integrity.

About you

• Completion of a relevant tertiary qualification or an equivalent combination of relevant experience and/or education/training.

What we can offer
This is a full time, continuing opportunity primarily based at Griffith University Brisbane South (Nathan) campus. As Griffith is a multi-site university, you may be required to work across other locations.

Griffith University’s sites are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.

Salary

HEW 6 – Base range - $94,966.18 - $101,295.51 + 17% superannuation. Full package range - $111,110.42 - $118,515.72.

Additional Information

Why join Griffith?

As a values-led organisation, at Griffith University, we've worked hard to create a dynamic and strong organisational culture. We offer:

• Wide range of Learning and Development opportunities
• Mix of on campus and work from home options available and a supportive work environment
• Salary packaging options and corporate health discounts
• Generous leave entitlements including paid parental leave and leave loading
• Support with future learning opportunities through our educational staff assistance scheme
• Opportunities for internal mobility
• Health Safety and Wellbeing initiatives – on campus Gym facilities

At Griffith, we’re committed to providing a safe and inclusive environment for all - whoever you are and wherever you’re from. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Griffith University values diversity, inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. For more information please visit our Equity, Diversity and Inclusion page. Our University is committed to fostering a safe, respectful and inclusive community for all. In alignment with the National Higher Education Code to Prevent and Respond to Gender-based Violence (2025), Griffith University includes a declaration as part of the recruitment journey to uphold the values and standards of our community. Griffith University also maintains a strict zero-tolerance policy against all forms of modern slavery. For more information, please refer to Griffith’s Modern Slavery Policy.

How to apply

Please submit your application online and ensure it includes the following:

• A covering letter outlining your suitability for the role please refer to the qualifications above and the position description.
• Current curriculum vitae/resume including full contact details

For application and recruitment advice please reach out to Laura Whitworth, Talent Acquisition Partner on l.whitworth-matthews@griffith.edu.au

Closing date: Thursday 17th September at 11:59pm. All applications must be submitted online.