Housing, Local Government, Planning and Public Works
Resilient Homes Fund; Disaster Resilience Program; Public Works; Cannon Hill
By undertaking analysis and research of relevant legislation, standards and policies, you will provide guidance on customer response strategies for the RHF under the DHPW Complaints Management framework. You will provide specialist advice to the PMO and executives on the RHF Complaints and Appeals Categorisation Framework and Playbook.
A key part of the Senior Appeals and Complaints Officer role will be the engagement, enablement and capability uplift of Program Delivery, Strategic and Technical Policy, Public Works, Communications and Engagement, Smart Services Queensland (SSQ), Queensland Rural and Industry Development (QRIDA) and Queensland Reconstruction Authority (QRA) stakeholders. On key issues or strategies, you will also engage, consult and negotiate with Integrity Services Unit, Legal Services, Program and Policy Leadership, other State Government Agency and partner stakeholders.
Please note that this role requires a combination of office-based and remote work. Occasional travel for training or stakeholder engagement may be required.
Job detailsPosition status: Fixed Term Temporary
Position type: Flexible full-time
Occupational group: Customer Service/Call centre
Classification: AO6
Workplace Location: Cannon Hill
Job ad reference: QLD/605287/24
Closing date: 04-Dec-2024
Yearly salary: $115758 - $123611
Fortnightly salary: $4437.00 - $4738.00
Job duration: Until 30 June 2025 with possibility of extension
What you will be doing: Exercising judgement, authority and high-level influence to effectively coordinate complex enquiries, appeals and complaints, ensuring timely, professional and accurate responses in line with DHPW Customer Complaint Management Policy and Procedure in alignment with the Queensland Public Service Customer Complaint Management Framework.Refining, implementing and embedding RHF specific Appeals and Complaints operational guidelines, procedures and processes as required.Applying analysis and interpretation of various legislation, codes and standards as required.Conducting and coordinating substantial high-level research on complex and sensitive complaints, appeals and policy positions that may impact on the Appeals and Complaints process or complex enquiry management processes across the program.Supporting the Principal Advisor RHF in liaising with critical stakeholders such as the Ministers office, Queensland Ombudsman, Office of the Information Commissioner Queensland or the Queensland Human Rights Commission.Establishing and maintaining a collaborative and productive working relationship with DHPW's RHF program partner, QRA.Assisting in leading continuous evaluation and improvement of processes and systems to support the management and reporting of complaints and appeals.Drawing on customer experience and themes from complaints to inform RHF service and program improvements.Providing high level support and work collaboratively with the PMO for other critical initiatives as required.Mentoring, coaching and training staff in an environment that recognises the unique contribution of the individual, encourages personal and team development, and encourages an appropriate work/life balance.Applications will remain current for 12 months.
Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity. Please ensure you download all attachments and follow the instructions on how to apply.
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