Policy and Complaints Management Officer

Your contribution
Using your understanding and experience in policy development, you will:

- coordinate, conduct and assist in researching and analysing policy issues and legal advice, and work in a team to develop evidence-based policy solutions
- coordinate and manage multiple projects and tasks, meeting deadlines, and liaising with policy content owners across all business units
- assist the Principal Policy Officer in reviewing and drafting controlled documents e.g. policies, procedures, manuals, guidelines, forms (statutory), work instructions and supporting documents including templates, forms and checklists and maintaining the controlled documents register
- undertake quality assurance of QLeave's policies and procedures to ensure accuracy and alignment with legislative provisions
- assist with implementation, coordination and delivery of policy communication strategies, including the preparation and delivery of policy overview sessions to staff, where required
- coordinate, monitor and liaise with business unit managers and senior management, where required, in coordinating customer complaints
- maintain a register of customer complaints and provide monthly summary reports on customer complaints management
- assess and identify complaints for human rights issues and ensure decision-makers are advised and respond to issues considering compatibility with human rights
- work collaboratively with colleagues and internal stakeholders to achieve Policy and Resolution team operational outcomes
- contribute to the development and commitment to ethical behaviour and QLeave's corporate values
- complete any other tasks, including records management, as directed from time to time by your Principal Policy Officer.

This position reports to the Principal Policy Officer.
What we are looking for
QLeave appointments are merit-based and will be assessed by looking at what you have done previously, the knowledge, skills and experience you have built, your potential for development, and your personal qualities.

**For this role, we will consider your experience in**:

- high-level interpersonal, written, analytical and verbal communication skills including the ability to effectively consult, liaise and negotiate with QLeave staff and management
- proven ability to manage timeframes and competing priorities in a high volume, sensitive and complex environment
- proven ability to be agile, work autonomously and be a highly effective team member
- attention to detail to ensure quality assurance, consistency and accuracy of policy and complaints management documentation.

Interested in applying?
We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.
- a resume outlining your qualifications, relevant experience and achievements
- a brief letter (1 - 2 page) highlighting your motivation for the role and evidence which demonstrates your ability to meet its specific requirements.

**We offer**:

- Competitive salary and benefits (12.75% superannuation contributions and 17.5% leave loading), including generous leave entitlements and salary packaging options
- A progressive work environment that celebrates diversity, equity and inclusion, with Diversity Council Australia membership
- Health and well-being initiatives, including annual flu vaccinations, and an Employee Assistance Program including confidential counselling for employees and immediate family members
- Study assistance schemeThis work is licensed under a Creative Commons Attribution 3.0 Australia License.