Complaints Management and Oversight

5 days ago

Brisbane, Australia Office of the Health Ombudsman Full time

**In this role you will**:

- Liaise and consult with external organisations to confirm which complaints should be referred.
- Prepare documentation, including formal notices and correspondence, for the immediate referral of matters to external organisations, as well as informing complainants and external organisations of the outcome of the referral.
- Liaise as appropriate with internal and external stakeholders to obtain necessary information and documentation on how complaints have been managed by external entities. This may include knowledge of various complaints resolution strategies and problem-solving strategies to ensure alternative solutions/approaches are considered and an outcome is achieved.
- Monitor the progress of referred health service complaints being managed by external organisations and view reports on complaints management progress and outcomes.
- Provide a high level of customer service by effectively communicating, advising, and working collaboratively with both internal and external stakeholders to maximise effectiveness and efficiency in dealing with health service complaints.
- Assist in the engagement and collaboration with external stakeholder agencies and hospital and health service stakeholders for the purpose of the Health Ombudsman Act 2013 including the facilitation of stakeholder engagement sessions as required.
- Provide accurate and timely electronic record keeping, including contributing to the management of internal database systems, generating performance reports and data analysis.

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.
- Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
- Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
- All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

  • Oversight & Assurance Manager

    3 days ago

    Brisbane, Queensland, Australia Great Southern Bank Full time $120,000 - $180,000 per year

    Great Southern Bank is enhancing its Small Medium Enterprise (SME) business bank offering through an exciting opportunity to become a key player in a unique digital first industry proposition. This opportunity will help us drive a complete digital first SME offering to its current and proposed small business customers, aligned to our purpose and values.As...

  • Reporting & Oversight Manager - Suncorp Bank

    3 days ago

    Brisbane, Australia ANZ Banking Group Full time

    **Job Title**: Reporting & Oversight Manager - Suncorp Bank **Req ID**: 81475 **Department**: SB Strategic Delivery Executive Office **Division**: Suncorp Bank **Location**: Brisbane About Us About the Role The Reporting & Oversight Manager role is designed to ensure the quality and integrity of customer feedback reporting, analytics and systems, to enable...

  • Complaints Helpdesk Analyst

    2 days ago

    Brisbane, Australia ANZ Banking Group Full time

    **Job Title**: Complaints Helpdesk Analyst - Suncorp Bank **Req ID**: 81476 **Department**: SB Strategic Delivery Executive Office **Division**: Suncorp Bank **Location**: Brisbane About Us About the Role As a Complaints Helpdesk Analyst, you will support the configuration and administration of our customer complaint management systems within the Discovery &...

  • Oversight & Assurance Manager

    3 days ago

    Brisbane, Australia Great Southern Bank Full time

    As the Oversight and Assurance Manager - Payments and Banking Operations, based in our Brisbane office, you will be responsible for day-to-day oversight and assurance activities completed by our Strategic Partners, across end-to-end operational activities. **You’ll make an impact by**: - BAU oversight of compliance (impact on products and customers) and...

  • Customer Complaints Quality Lead

    2 weeks ago

    Brisbane, Australia Bank of Queensland Full time

    **About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...

  • Manager, Privacy and Complaints

    2 weeks ago

    Brisbane, Australia Public Trust Office Full time

    About the role Strategy and Governance is responsible for a wide range of services across Queensland Public Trustee's (QPT), which includes prioritising approach, strategy, programs and projects, maintaining whole of organisation objectives, and providing rigorous, timely and accurate advice about whole of QPT strategy, policy, governance and engagement and...

  • Complaints Administrator

    2 days ago

    Brisbane, Australia Queensland Corrective Services Full time

    **In this role you will**: - Provide high level executive and administrative support to the management of the Complaints Assessment Unit including diary management, word processing, photocopying and collating of reports, filing, distribution of correspondence, and administrative research activities. - Assist in the preparation of ministerial and other...

  • Manager Customer Complaints Resolution

    2 weeks ago

    Brisbane, Queensland, Australia WorkCover Queensland Full time $120,000 - $180,000 per year

    WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. We're embarking on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.About the OpportunityAs part of...

  • Manager Customer Complaint Resolution

    1 day ago

    Brisbane, Queensland, Australia WorkCover Queensland Full time $120,000 - $180,000 per year

    WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. We're embarking on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.About the OpportunityAs part of...

  • Aps5 Complaints Officer

    1 week ago

    Brisbane, Australia HAYS Full time

    12-month contract | Brisbane North location | $55.24 p/h + Super **Your new company** This fast-growing Federal Government client, in the disability service industry, is looking to appoint an experienced Complaints Officer to join their National Complaints Resolution Team for a period of 12 months with a possible extension. This client is based on the...