Support Officer,

2 hours ago

Brisbane, Queensland, Australia Office of Industrial Relations Full time $60,000 - $80,000 per year

As the Review Support Officer, you will work with limited supervision as part of the Review and Appeals Unit in the Workers' Compensation Regulatory Services Directorate to provide exceptional customer service to both internal and external stakeholders and undertake effective administrative and business support activities for the review management process.

As the Review Support Officer, you will provide effective administration and business support to the Review Unit, leadership team and parties to reviews, and actively develop and contribute to the improvement of review business processes. You will assist with the management of reviews awaiting allocation. This will involve working with a Review Team Leader to maintain accurate information about reviews (for example: review types, injury classification, identification of sensitive or priority matters and deadlines), prepare insurer files for allocation to a Review Officer and

liaise with stakeholders.

You will provide exceptional customer service to all the review teams and various stakeholders, by aiming to make the review process as efficient and effective as possible. You will communicate, liaise and negotiate with stakeholders, both in person and on the phone, displaying empathy while remaining objective and being able to explain the process, legislative requirements, complex issues and the roles and responsibilities of the Workers' Compensation Regulator.

As a Review Support Officer, you will develop decision making, analysis and problem-solving skills that can be applied to assist the Review Unit. You will also develop the skills to apply the concepts and requirements of procedural fairness and disclosure, to ensure the appropriate release of information during the review processes.

A Review Support Officer accurately records and maintains Review files and incoming correspondence in the e-file management system (Content Manager) and central databases (QI). They also develop and maintain relevant documentation, including task lists, project plans, reports, minutes, briefing notes, correspondence and other administrative tasks as required.

A Review Support Officer provides assistance to the Business Support Unit with administrative and/or customer service tasks and works effectively with colleagues to promote a culture of support and accountability, actively leading by example and ensuring behaviour is in accordance with the values, vision and code of conduct of the organisation.

Applications to remain current for 12 months.

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