Could you become a Complaints Handler?
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Demand steady
What this job is
Complaints Handlers are the people organisations rely on when something has gone wrong for a customer. The core work involves receiving a complaint, gathering the relevant facts, applying the organisation's policies, and reaching a fair outcome. This could mean processing a refund, escalating a matter to a specialist team, or explaining a decision in writing. The role appears across banking, insurance, telecommunications, utilities, government agencies, and retail. It is not purely a customer service role. There is a formal, procedural side to it. Complaints often need to be logged in a case management system, tracked against response timeframes, and documented in case the matter is escalated to an external body such as an ombudsman.
Pay
A$1,414 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Complaint Handlingcore
- Confidentiality and Privacy Compliancecore
- Conflict De-escalationcore
- CRM System Operationcore
- Customer Needs Assessmentcore
- Data Entry and Accuracycore
- Email Managementcore
- Empathy and Emotional Intelligencecore
- Escalation Managementcore
- Inbound Call Handlingcore
- Multitaskingcore
- Policy and Procedure Adherencecore
- SLA and KPI Adherencecore
- Time Management and Prioritisationcore
- Verbal Communicationcore
- Written Communicationcore
- Adaptability and Flexibility
- Digital Literacy
- Microsoft Office Suite Proficiency
- Report Writing
- Root cause analysis
- Workflow Queue Management