Complaint Resolution Professional

2 weeks ago

Brisbane, Queensland, Australia Public Sector People Full time

Public Sector People is currently recruiting for a Complaint Resolution Professional on behalf of a State Government Department. This temporary position offers the possibility of extension and provides an exciting opportunity to work in a central Brisbane CBD location.

The role involves analyzing and managing complex complaints, maintaining accurate records, and assessing/facilitating early resolution and conciliation services. As a vital member of the dispute resolution team, you will support the team in meeting complaint resolution targets while delivering exceptional customer service by building rapport with all parties involved.

About the Role:

The Dispute Resolution Officer reports directly to the Principal Dispute Resolution Officer. The ideal candidate will possess strong communication skills, negotiation abilities, and effective conflict resolution strategies. You will be responsible for interpreting legislation, such as the Anti-Discrimination Act 1991 and Human Rights Act 2019, and applying knowledge to resolve complaints with sound judgment and minimal risk.

Key Responsibilities:

  • Conduct effective dispute resolution processes, including conciliation conferences, to achieve organizational complaint resolution goals.
  • Build and maintain effective relationships with diverse complaint parties, colleagues, and managers.
  • Manage multiple tasks, including administrative and file management tasks, to achieve performance objectives with minimal supervision.
  • Communicate effectively with people in conflict, using clear, confident, adaptable, and respectful communication skills.

About You:

  • Prior experience in Local, State, or Federal Government is desirable.
  • You should have experience interpreting and applying legislation.
  • You must be self-motivated, highly organized, and able to work autonomously under limited supervision or direction.

This role requires frequent exposure to personal and confidential information, which may be challenging. It is essential to handle this information with great care and sensitivity. The ideal candidate will possess strong resilience, tact, and effective strategies for managing potentially stressful or distressing situations.

The estimated hourly rate for this role is $65.17 + Super, and you will work full-time hours in a central Brisbane CBD location. If you are a motivated individual with strong communication skills and a passion for resolving disputes, please submit your application in Word format.

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