Appeals And Complaints Officer, Resilient Homes Fund

2 weeks ago

Brisbane, Queensland, Australia Energy And Public Works Full time

The Appeals and Complaints Officer coordinates the end to end process for complex enquires, complaints and appeals under the RHF. The role monitors, reports on and responds to complex enquires, complaints and appeals for the RHF under the DEPW Complaints Management framework. The role provides advice to the PMO and executive on the RHF Complaints and Appeals Categorisation Framework and Playbook.
In the management of complex enquires, complaints and appeals, the position works in partnership with RHF Program Delivery Team, Integrity Services, Public Works, QBuild, Communications and Engagement, Smart Services Queensland, Department of Communities, Department of Housing and Digital Economy, Queensland Rural and Industry Development (QRIDA) and the Queensland Reconstruction Authority stakeholders.

Additionally, the role provides program support to the PMO. This includes identifying and using themes from complaints to inform service improvement. The role reports to the PMO Manager, Disaster Resilience Program, DEPW and has no direct reports.

**Key responsibilities**:
The Appeals and Complaints Officer is an integral member of the PMO and is responsible for the following duties:

- Coordinate complex enquiries, appeals and complaints to ensure timely, professional and accurate responses in line with DEPW Complaints Management Policy and Procedure and pertinent legislation.
- Implement and embed the Appeals and Complaints Categorisation Framework and Playbook across the RHF program.
- Research and prepare correspondence, briefing papers, reports and recommendations on complex and sensitive complaints and appeals.
- Assist in leading continuous evaluation and improvement of processes and systems to support the management and reporting of complaints and appeals.
- Draw on customer experience and themes from complaints to inform RHF service improvement.
- Provide secretariat support to the RHF Appeals Committee, including the development of cases to be considered by the committee.
- Ensure the RHF CRM is maintained in relation to enquires, complaints and appeals.
- Draw on the data to provide reports on enquires, complaints and appeals to the RHF Program Board.
- Assist in the coordination key initiatives and activities of the RHF using best practice program / project management methodology and tools.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

  • Appeals and Complaints Resolution Specialist

    2 weeks ago

    Brisbane, Queensland, Australia beBeeCustomer Full time $66,100 - $113,700

    Appeals and Complaints Resolution SpecialistThe Appeals and Complaints Officer plays a pivotal role in the management of complex enquiries, complaints, and appeals under the Resilient Homes Fund. This involves coordinating end-to-end processes to ensure timely, professional, and accurate responses in line with relevant policies and legislation.This position...

  • Appeals and Complaints Manager

    2 weeks ago

    Brisbane, Queensland, Australia beBeeComplaints Full time $90,000 - $110,000

    Job DescriptionWe are seeking an experienced professional to join our team as an Appeals and Complaints Officer. This role involves coordinating complex inquiries, complaints, and appeals under the Recovery and Resilience Framework (RHF).The successful candidate will work closely with stakeholders to ensure prompt, professional, and accurate responses in...

  • Ao5 Appeals And Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia Public Sector People Full time

    Public Sector People is recruiting an experienced Appeals and Complaints Officer on behalf of a state government department. This role involves coordinating complex inquiries, complaints, and appeals under the Recovery and Resilience Framework (RHF). This is a 3-month contract position with potential for extension.**Key Responsibilities**:- Coordinating and...

  • Resilient Homes Fund Assessor

    2 weeks ago

    Brisbane, Queensland, Australia Energy And Public Works Full time

    DHLGPPW is responsible for design and delivery of packages one to three. DHLGPPW works closely with the QRA, who is delivering packages four and five, to ensure that all five components are delivered seamlessly. Other key partnerships include the Department of Housing (DH), Department of Treaty, Aboriginal and Torres Strait Partnerships, Communities and the...

  • Resilience Funding Programs Manager

    7 days ago

    Brisbane, Queensland, Australia beBeeProgram Full time $100,000 - $130,000

    Job SummaryWe are seeking an experienced Program Manager to support the design of resilience funding programs in collaboration with external and internal stakeholders.The successful candidate will have a strong background in program management, research, and policy development. They will guide the strategic direction of state, regional, and local disaster...

  • Home Complaints Manager

    2 weeks ago

    Brisbane, Queensland, Australia beBeeLeader Full time $120,000 - $155,000

    Key Leadership RoleThe ideal candidate will have strong leadership skills and experience in managing teams to meet agreed objectives.Leads and motivates a team of consultants to achieve high standards of service delivery.Manages a portfolio of claims complaints, prioritizing workload, reviewing claims, and supporting staff with technical product and process...

  • Complaints Officer

    2 weeks ago

    Brisbane, Queensland, Australia Kambu Health Full time

    Aboriginal and Torres Strait Islander community-controlled health provider in one of the fastest-growing regions in AustraliaA strong sense of community & inclusionA career that makes a differenceAt Kambu Health, we pride ourselves on being an organisation where the best people come to do their best work for our community.Kambu Health stands as a proud...

  • Ao5 Complaints Intake And Resolution Officer

    2 weeks ago

    Brisbane, Queensland, Australia Public Sector People Full time

    Public Sector People is recruiting for an A05 Complaints Intake and Resolution Officer on behalf of a State Government Department.This role is a temporary position with potential for extension.It involves receiving, triaging and managing complaints, maintaining accurate records, assessing risk, and facilitating early intervention and dispute resolution...

  • Manager Program Management Office

    2 weeks ago

    Brisbane, Queensland, Australia Energy And Public Works Full time

    The Resilient Homes Fund (RHF) is responsible for delivery of a $741 million budget in response to disaster events across 2021 and 2022. The Manager Program Management Office (PMO) of the RHF supports the Director to ensure the overarching program design, strategic policy, guidance and frameworks, data and reporting, compliance and technical advisory...

  • Bushfire Resilience Officer

    6 days ago

    Brisbane, Queensland, Australia Cook Shire Council Full time

    Make a Lasting Impact – Build Bushfire Resilience Across Cook Shire Jointly funded by the Australian and Queensland Governments under the Disaster Recovery Funding Arrangements, We are excited to offer a Fixed term position to build capacity in preparedness and resilience with in the community for future disastersCook Shire Council is seeking a passionate...