Job Description

We are seeking an experienced Senior Complaints Officer to join a specialist team managing complex and sensitive complaints, supporting early resolution and facilitating conciliation processes.

n

This is an initial 3 month contract with genuine potential for longer-term career development within the organisation. You'll undertake rewarding work that makes a meaningful difference, while developing your skills across complaints management, dispute resolution, legislation and conciliation.

n

The role offers genuine flexibility, a supportive team environment and the opportunity to manage your own caseload while working alongside experienced professionals.

n

As a Senior Complaints Officer, you will:

n

n
- Manage multiple complex and sensitive complaints concurrently, assessing matters and determining appropriate resolution pathways;
n
- Facilitate conciliation conferences and dispute resolution processes to support fair and sustainable outcomes;
n
- Apply and interpret relevant legislation, policies and procedures;
n
- Build rapport and manage effective relationships with diverse complaint parties;
n
- Respond to public enquiries and provide appropriate information and referrals;
n
- Maintain accurate electronic records and manage case files to a high standard; and
n
- Exercise sound judgement when assessing complex issues, risks and appropriate courses of action.
n

n

Required Experience

n

n
- Experience in complaints, case management, dispute resolution, investigations or a similar environment;
n
- Strong organisational skills and the ability to manage multiple complex files concurrently;
n




- Excellent communication skills and the ability to manage difficult or sensitive conversations;
n
- Sound judgement, analytical skills and the ability to work independently; and
n
- Resilience and professionalism when dealing with confronting or distressing matters.
n

n

Highly regarded

n

n
- Legal, complaints or dispute resolution experience, supported by a relevant qualification;
n
- Previous government or public sector experience, particularly in a regulatory or statutory environment;
n
- Professional experience in complaints, mediation, conciliation or dispute resolution; and
n
- Experience interpreting and applying legislation, policies and procedures.
n

n

Benefits

n

n
- Genuinely rewarding and meaningful work where you can make a difference;
n
- Genuine flexibility and a supportive, team-oriented working environment;
n
- Initial three-month contract with potential for longer-term career opportunities;
n
- Career development opportunities within the organisation;
n
- Exposure to complex complaints, dispute resolution and conciliation;
n
- Opportunity to develop highly transferable legislative, case management and dispute resolution skills; and
n
- Work alongside experienced professionals in a specialist team.
n

n

At u&u; Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

n

Additionally, for a barrier-free and inclusive online experience, you can access u&u;'s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.

📌 Senior Complaints Officer (Queensland)
🏢 u&u. Recruitment Partners
📍 Queensland