Complaints and Information Officer, South East

2 days ago

Gold Coast, Australia Education Full time

About the Role
As the Complaints and Information Officer you will have responsibility for the following:

- Receive and respond to enquiries from the general public in accordance with publicly available information including departmental initiatives, legislation, policies and procedures.
- Receive, understand and record verbal complaints relating to state schooling, from parents and the general public.
- Manage customer expectations regarding the resolution of complaints, including timeframes, actions, communication and outcomes in accordance with the department's complaint management system.
- Assess complaints against relevant legislation, policy and procedure, to determine appropriate actions including, resolution or referral to another officer or business unit.
- Liaise with principals, regional and departmental staff to address and resolve complaints where possible and appropriate.
- Maintain accurate written records, detailing actions taken, outcomes achieved and any follow up action required.
- Register complaints and enquiries in the complaints database in a timely manner to enable the monitoring, analysis and reporting of data.
- Prepare responses to correspondence for senior officers within stipulated timeframes.
- Contribute to the review and refinement of processes to ensure continuous improvement.

**How to Apply**:

- Please attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history).
- Attach a maximum 1-page response outlining your skills and abilities relevant to the role. You can use the 'your role' section as a guide.

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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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