Senior Complains and Information Officer

2 weeks ago

Brisbane, Queensland, Australia The State of Queensland Full time
Senior Complains and Information Officer - Metropolitan South Region

Education

(Organisation site )Metropolitan South Region, Early Childhood and State Schools DivisionAs the Senior Complaints and Information Officer, you will prepare correspondence, briefs, reports and other material in response to enquiries, complaints and appeals. You will also establish and maintain strong working relationships with internal and external stakeholders to ensure the delivery of exemplary customer services and the achievements of results.

The Department of Education are dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity.

This starts with recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.

About the Role:


As the Senior Complaints and Information Officer you will:Develop responses to a range of enquiries, complaints, appeals and matters which are brought to the attention of the Minister, Director-General, Regional Director and other senior executive officers.

Coordinate information required by the Regional Director, including briefings and reports and maintain high quality record keeping, data analysis and confidentiality.

Undertake research, analysis, monitoring, review and evaluation of ministerial and executive correspondence and complaints to ensure outcomes are achieved within set timeframes.

Provide authoritative timely advice to the Director, Education Services and other senior officers on matters relating to legislation, departmental policy and procedure.

Establish and maintain relationships with colleagues within the department, business units, and schools.
Provide high quality and responsive service delivery to customers and stakeholders.
Respond to change and challenges with innovative solutions to achieve regional objectives.
Monitor the workflow and workload management of staff and participate in staff training, appraisal and development.
Supervise a team to ensure that stakeholder engagement is managed in accordance with policy and procedure.

Other responsibilities (as required)Other suitable duties, consistent with the duties and responsibilities of the position as directed by the supervisor or nominated delegate.

Please refer to the attached role description for any mandatory requirements for this position.

Interested? To Apply:


Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)Attach a 2-page written statement in response to the attached role description.

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.

When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.

Salary rate shown is reflective of full-time (1.0 FTE).We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights


and diversity .For a full list of the position responsibilities and mandatory requirements, please ensure you download the attached role description and candidate information fact sheet and follow the instructions.

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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights

and diversity , including making any reasonable adjustments to support you through the recruitment process.

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