Manager, Customer Complaints , Public Trust Office

As Manager Customer Complaints, you will support the Public Trustee of Queensland to provide leadership and co-ordination which supports the strategic agenda of the Queensland Public Trustee (QPT); work closely with the Customer Experience Leadership Team, providing authoritative high quality strategy and planning advice on matters of strategic importance to the operation of the organisation.
Job details Position status Fixed Term Temporary
Position type Flexible full-time
Occupational group Project Management
Classification AO8
Workplace Location Brisbane Inner City
Job ad reference QLD/PT97/23
Closing date 05-Jan-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration 2 years
Contact person Kassandra Murphy
Contact details 3564 2303
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About the role:
As Manager Customer Complaints, you will:

• support the Public Trustee of Queensland to provide leadership and co-ordination which supports the strategic agenda of the QPT.
• work closely with the Customer Experience Leadership Team, providing authoritative high quality strategy and planning advice on matters of strategic importance to the operation of the organisation.
• applying significant levels of independent judgement in keeping with the complex nature of work undertaken and the allocation of resources within the constraints or guidelines laid down by senior executives. This will include undertaking specific action in line with the policy of the office, or reviewing any previous action or decisions in the work area.

Your key responsibilities include:

• Analyse complaints information to identify any trends or systemic issues requiring management action. Liaise with key stakeholders to ensure appropriate actions are identified and taken in line with operational procedures.
• Take responsibility for the preparation and review of complex and sensitive complaints.
• Liaise with senior internal stakeholders to review complaint responses and contribute to the identification of appropriate actions arising.
• Review and evaluate organisational outcomes arising from the complaints function to develop effective business processes aligned to strategic direction and key performance objectives.
• Prepare complex and sophisticated reports, submissions, briefings, correspondence and other material for consideration.
• Undertake specific strategic initiatives as determined and allocated by the Public Trustee of Queensland and deliver and report as per the agreed key performance indicators (KPl's) and timelines.
• Develop, cultivate, and maintain effective working relationships with key stakeholder reference groups and public sector more broadly to optimise engagement, consultation, negotiation with our customer groups.
• Develop written responses to customer feedback, submissions and briefs containing recommendations on business improvements and governance matters to the Executive Leadership Team and Board of Management.
• Manage expectations with diplomacy by establishing a partnership culture with internal and external stakeholders.
• Manage controlled change and proactively build the capability and responsiveness of CED frontline staff.
• Maintain an awareness of current and emerging State and Commonwealth policy issues, processes and proposals, and provide advice, and devise and pursue strategies to advance the QPT and Guardianship system's interests.
• Undertake other duties as determined and allocated by the Executive Director Customer Experience and Delivery.
• Contributing to a positive and safe work environment by modelling conduct that is culturally capable, inclusive, respectful, and ethical.
• Keeping yourself and others safe and well.
• Other duties as required.

How to apply:
If you are interested in working with us, please provide the following information to help us assess your suitability: * Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.

• A cover letter (no more than two pages) outlining recent examples of your ability to demonstrate the ‘Key capabilities' required to perform the ‘Key responsibilities' of the role, as outlined above.
• Contact details for two referees. At least one referee should have thorough knowledge of your conduct and performance within the previous two years. If you are a current or previous public service employee, please nominate a referee who can report on your public service employment.
• Details of any visa conditions if you are not an Australian citizen or do not have permanent residency status.

Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .
You must use the “apply online” facility by visiting the Smart Jobs and Careers website: www.smartjobs.qld.gov.au. Late applications cannot be submitted online. For a late application to be considered, please contact recruitment@pt.qld.gov.au
Documents
Before applying for this vacancy please ensure you read the documents below.