About the role

As the Senior Mediation and Conciliation Officer, you will assess complaints about defective building work, engaging with homeowners and QBCC licensees, and coordinating mediation and conciliation service delivery with approved conciliators. You will provide end-to-end case management, managing cases through to resolution, including suitability assessments, initial client calls and intake conversations. You will work collaboratively as part of a case management team to deliver integrated Mediation and Conciliation services to deliver fair and qualified customer-focused outcomes. Whilst adhering to unit policies and procedures, you'll maintain effective case notes, documentation and case-related correspondence, suggesting ways to improve procedures, service delivery and customer outcomes. Through guidance and mentoring, you'll also provide advice and support to other members of the Mediation and Conciliation team.

This position is based in Brisbane. While the role allows for flexibility in working from home, regular in-person attendance at the Brisbane office is a mandatory requirement.

Please refer to the Position Description for a full list of key role responsibilities and suitability requirements.

About you

You are an experienced case management professional who can remain calm, impartial and organised when working with people involved in challenging or sensitive disputes. You communicate clearly, listen carefully and can explain processes and information in a way that is easy to understand. You understand the importance of confidentiality, privacy, accurate documentation and ethical decision-making,



and are committed to reviewing your practice and making improvements.

To succeed in this role, you will bring:

- excellent written and verbal communication skills, including the ability to engage members of the public experiencing conflict and disputes with a responsive, respectful approach to diverse needs
- high-level knowledge and experience in facilitative dispute resolution (mediation and/or conciliation) case management and service delivery
- the ability to manage competing priorities and progress a caseload
- the ability to manage, and be the first point of escalation for, contentious, sensitive or complex cases
- advanced expertise in interpreting and applying building industry legislation and policy, and in educating diverse customers and stakeholders
- strong documentation skills, including accurate case notes and correspondence that support record-keeping obligations
- experience with information systems and customer relationship platforms (e.g. MS Office, Salesforce, Build or similar)
- the ability to work collaboratively, share knowledge and support team members

Experience working in a public sector case management environment or within a busy mediation and conciliation service will be highly regarded.





A qualification or accreditation in facilitative mediation practice, such as accreditation under the Australian Mediator and Dispute Resolution Accreditation Standards, is desirable but not mandatory.

How to Apply

Please submit your current resume and a capability statement (maximum two pages) outlining your interest in the role and addressing the following questions:

1. Outline your understanding of facilitative dispute resolution (e.g. mediation and/or conciliation) and how it differs from, and complements, formal regulatory or adjudicatory approaches.

(Guidance note: Please provide clear examples from your work history demonstrating your knowledge, skills and experience in facilitative dispute resolution service delivery, including any building and construction sector disputes, or evidence of your capacity to develop this expertise.)

1. Explain your approach to case managing matters in a busy mediation and/or conciliation service.

(Guidance note: Please provide clear examples demonstrating your knowledge, skills and experience in case management, including: customer communication and education; intake conversations; applying relevant legislative and policy frameworks; case suitability assessment; and scheduling and/or participating in dispute resolution conferences.)

1. Describe how you build effective working relationships and teamwork in a multidisciplinary team.

(Guidance note: Please provide clear examples demonstrating your knowledge, skills and experience as an effective team member in a busy dispute resolution service (e.g. mediation and/or conciliation).)

📌 Senior Mediation and Conciliation Officer (Brisbane)
🏢 Queensland Building and Construction Commission (QBCC)
📍 Brisbane