Job Description
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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.
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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.
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The role offers genuine flexibility, a supportive team environment and the opportunity to manage your own caseload while working alongside experienced professionals.
As a Senior Complaints Officer, you will: n
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Manage multiple complex and sensitive complaints concurrently, assessing matters and determining appropriate resolution pathways;
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Facilitate conciliation conferences and dispute resolution processes to support fair and sustainable outcomes;
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Apply and interpret relevant legislation, policies and procedures;
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Build rapport and manage effective relationships with diverse complaint parties;
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Respond to public enquiries and provide appropriate information and referrals;
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Maintain accurate electronic records and manage case files to a high standard; and
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Exercise sound judgement when assessing complex issues, risks and appropriate courses of action.
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Required Experience n
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Experience in complaints, case management, dispute resolution, investigations or a similar environment;
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Strong organisational skills and the ability to manage multiple complex files concurrently;
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Excellent communication skills and the ability to manage difficult or sensitive conversations;
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Sound judgement, analytical skills and the ability to work independently; and
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Resilience and professionalism when dealing with confronting or distressing matters.
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Highly regarded n
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Legal, complaints or dispute resolution experience, supported by a relevant qualification;
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Previous government or public sector experience, particularly in a regulatory or statutory environment;
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Professional experience in complaints, mediation, conciliation or dispute resolution; and
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Experience interpreting and applying legislation, policies and procedures.
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Benefits n
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Genuinely rewarding and meaningful work where you can make a difference;
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Genuine flexibility and a supportive, cooperative working environment;
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Initial three-month contract with potential for longer-term career opportunities;
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Career development opportunities within the organisation;
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Exposure to complex complaints, dispute resolution and conciliation;
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Opportunity to develop highly transferable legislative, case management and dispute resolution skills; and
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Work alongside experienced professionals in a specialist team.
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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.
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Additionally, for a barrier-free and inclusive online experience, you can access u&u;'s opportunities using accessibility software Recite Me at jobs.
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📌 Ao5 Senior Complaints Officer (Queensland)
🏢 u&u. Recruitment Partners
📍 Queensland