Complaint Specialist

• Meaningful work supporting communities impacted by aviation operations
• Opportunities to use your specialist expertise within the aviation industry
• 2-year fixed term role based in Canberra Brisbane Melbourne or Sydney

Summary

Provide highquality professional handling of community enquiries and complaints relating to aircraft noise and aviation operations. This position plays a key role in supporting Airservices Australias commitment to transparent accurate and responsive community engagement.

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the worlds airspace and provision of aviation rescue fire fighting services at Australias busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations including an island. This team keep are helping to secure the future of Australias skies and keep it amongst the safest in the world.

We connect people with their world safely linking family and friends generating economic activity creating jobs and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse inclusive and respectful. We encourage motivated individuals who love what they do value a service first mindset and embrace a challenge to explore a career with return you will be a valued team member be offered flexibility and experience a meaningful career in an exciting ever-evolving aviation industry.

The Role & The Team

Through the Noise Complaints and Information Service (NCIS) we manage community enquiries and complaints about aircraft noise and aviation operations on a national scale.

We are seeking a Complaint Specialist to join the NCIS team in Sydney Brisbane Canberra or this role you will provide professional accurate and timely complaint handling and information services to community members regarding aircraft noise flight paths and air traffic management operations.

The role operates in a highly visible environment and contributes to Airservices Australias legislative and policy obligations relating to aircraft noise management. NCIS activities are subject to external oversight by the Aircraft Noise Ombudsman.

As a Complaint Specialist you will:

• Receive assess and respond to complaints and enquiries relating to aircraft noise and aviation operations
• Accurately record complaint and enquiry information in the Noise Complaints Management System
• Identify and prioritise sensitive complex or highrisk matters and escalate where required
• Conduct basic investigations using aviation operations and noise monitoring systems
• Provide clear professional and empathetic verbal and written responses to complainants
• Manage complainant expectations and communicate service limitations appropriately
• Contribute to the ongoing improvement of NCIS processes documentation and knowledge resources
• Support reporting analysis and community engagement activities with quality complaints information
• Work collaboratively with internal stakeholders to support operational and organisational outcomes

Please see the link below to view the full Position Description:

PD - NCIS Complaint

The Person

You are a confident detailoriented professional with experience in complaint handling or customer resolution and you take pride in delivering fair accurate and empathetic outcomes. You are comfortable engaging with members of the public on sensitive or complex matters and can remain calm impartial and professional in challenging situations. You enjoy working in a structured environment while continuously building knowledge in specialised or technical subject areas.

You will bring:

• Demonstrated experience in complaint handling customer resolution or regulatory environments
• Strong written and verbal communication skills with excellent attention to detail
• The ability to explain complex or technical information to nontechnical audiences
• Welldeveloped interpersonal skills and confidence in managing challenging conversations
• Proven ability to prioritise work manage competing demands and operate effectively under pressure
• A commitment to continuous improvement and professional development
• The ability to quickly develop working knowledge of aviation concepts aircraft operations and air traffic management
• Experience in or understanding of aviation operations is highly valued.

At Airservices Australia we embrace and thrive on diversity of thought perspectives and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is uniqueand acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds gender identities people living with disability and Aboriginal and Torres Strait Islander peoples to apply.

Security Clearance

To be eligible to apply you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirementssuccessful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Christine Collins Talent Acquisition Partner at

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) Wednesday 27 May 2026.