Appeals and Complaints Officer, Resilient Homes Fund

2 weeks ago


Brisbane, Australia Energy and Public Works Full time

The Appeals and Complaints Officer coordinates the end to end process for complex enquires, complaints and appeals under the RHF. The role monitors, reports on and responds to complex enquires, complaints and appeals for the RHF under the DEPW Complaints Management framework. The role provides advice to the PMO and executive on the RHF Complaints and Appeals Categorisation Framework and Playbook.
In the management of complex enquires, complaints and appeals, the position works in partnership with RHF Program Delivery Team, Integrity Services, Public Works, QBuild, Communications and Engagement, Smart Services Queensland, Department of Communities, Department of Housing and Digital Economy, Queensland Rural and Industry Development (QRIDA) and the Queensland Reconstruction Authority stakeholders.

Additionally, the role provides program support to the PMO. This includes identifying and using themes from complaints to inform service improvement. The role reports to the PMO Manager, Disaster Resilience Program, DEPW and has no direct reports.

**Key responsibilities**:
The Appeals and Complaints Officer is an integral member of the PMO and is responsible for the following duties:

- Coordinate complex enquiries, appeals and complaints to ensure timely, professional and accurate responses in line with DEPW Complaints Management Policy and Procedure and pertinent legislation.
- Implement and embed the Appeals and Complaints Categorisation Framework and Playbook across the RHF program.
- Research and prepare correspondence, briefing papers, reports and recommendations on complex and sensitive complaints and appeals.
- Assist in leading continuous evaluation and improvement of processes and systems to support the management and reporting of complaints and appeals.
- Draw on customer experience and themes from complaints to inform RHF service improvement.
- Provide secretariat support to the RHF Appeals Committee, including the development of cases to be considered by the committee.
- Ensure the RHF CRM is maintained in relation to enquires, complaints and appeals.
- Draw on the data to provide reports on enquires, complaints and appeals to the RHF Program Board.
- Assist in the coordination key initiatives and activities of the RHF using best practice program / project management methodology and tools.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.


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