Senior Complaints

Are you an exceptional writer with strong attention to detail? Do you have an interest in preparing correspondence and to meet legislative and procedural decision-making timelines in response to appeals and complaints?

The Metropolitan North Region Communication Team is seeking a motivated and collaborative team player to join our dynamic team.

In this role you will prepare high-level written correspondence, contribute to the region's response to ministerial and departmental matters, and ensure all communications reflect the department's values and commitments.

About the Department of Education:

Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us.

Step Into Your Next Chapter:

The Metropolitan North Region Communications Team delivers comprehensive communication management services, responding to parents and community enquiries and ensuring all matters are managed within legislative departmental timeframes under the department's Customer Complaints Management Framework.

As the Senior Complaints and Information Officer you will:

Prepare correspondence, briefs, reports and other material in response to enquiries, complaints and appeals to support the Regional Director to exercise legislated decision making in line with delegated responsibilities.

Responnsibilities include:

• Establish and maintain strong working relationships and networks with internal and external stakeholders to ensure the delivery of exemplary customer service and the achievement of results.
• Develop responses to a range of enquiries, complaints, appeals and matters which are brought to the attention of the Minister, Director-General, Regional Director and other senior executive officers.
• Coordinate information required by the Regional Director, including briefings and reports and maintain high quality record keeping, data analysis and confidentiality.
• Undertake research, analysis, monitoring, review and evaluation of ministerial and executive correspondence and complaints to ensure outcomes are achieved within set timeframes.
• Provide authoritative timely advice to the Regional Director, Executive Director Regional Operations and other senior officers on matters relating to legislation, departmental policy and procedure.
• Provide high quality and responsive service delivery to customers and stakeholders.

Please view the role description for a full list of responsibilities.

We are looking for someone who:

• Demonstrates excellent written and analytical skills;

• Understands or is able to interpret legislation, policy and departmental procedures;

• Works effectively in a fast-paced environment with competing priorities; and

• Thrives in a team culture that values integrity, professionalism and outcomes for Queensland students.

Submit Your Application:

• Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
• Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history);

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.

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.