A06 Senior Complaints

2 weeks ago

Brisbane, Queensland, Australia Robert Walters Full time $90,000 - $120,000 per year
What you'll do:
  • Respond sensitively to verbal and written feedback and enquiries, providing clear information and warm referrals to appropriate support services.
  • Manage complaints under relevant legislation by identifying engaged Charter Rights, assessing involved entities, determining suitable pathways for resolution, and making preliminary enquiries as needed.
  • Escalate complex complaints appropriately to ensure timely resolution while maintaining open communication with stakeholders throughout the process.
  • Draft detailed responses and recommendations for consideration by senior leadership, ensuring all correspondence is accurate, empathetic, and aligned with legislative requirements.
  • Accurately record all complaints, feedback, and enquiries in the Information Case Management System while assisting in identifying broader systemic issues affecting access to support.
  • Consult with government agencies, non-government organisations, community members-including those with lived experience-and other stakeholders on matters impacting rights.
  • Contribute actively to ongoing projects or initiatives within the organisation as directed, demonstrating flexibility and a willingness to share knowledge across teams.
  • Operate with utmost confidentiality in all aspects of your work due to the sensitive nature of information handled daily.
  • Support good governance practices by participating as an engaged member of the team and fostering a positive, inclusive organisational culture.
What you bring:
  • Demonstrated ability to analyse complex matters thoroughly, make well-considered recommendations regarding complaint resolution pathways, and consistently meet deadlines even when navigating sensitive situations.
  • Proven problem-solving skills with an aptitude for investigating options for resolving complaints while recognising when referral or escalation is necessary for optimal outcomes.
  • Highly developed oral and written communication skills including active listening; you can prepare concise reports, briefs, or correspondence on intricate topics tailored for diverse audiences.
  • Capacity to work both independently and collaboratively within a team environment; you proactively contribute ideas while respecting others' perspectives.
  • Experience applying trauma-informed approaches when interacting with people
  • Familiarity with relevant legislation (or ability to quickly acquire such knowledge), particularly within Queensland's criminal justice system.
  • Competence using Microsoft Office programs (including SharePoint) for documentation, reporting, and case management purposes.
  • Commitment to maintaining strict confidentiality at all times given exposure to highly sensitive material involving distressing events or behaviours.
  • Personal resilience supported by effective coping strategies that enable sustained performance in environments where vicarious trauma may occur.
About the job

Robert Walters

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