AddressAs the Senior Complaints and Information Officer you will prepare correspondence, briefs, reports and other material in response to enquiries, Complaints and appeals to support the Regional Director to exercise legislated decision making in line with delegated responsibilities. You will establish and maintain strong working relationships and networks with internal and external stakeholders to ensure the delivery of exemplary customer service and the achievement of results.
About the Department:
The Department of Education are dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts with recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.
About the Role
Responsibilities include:
- Develop responses to a range of enquiries, complaints, appeals and matters which are brought to the attention of the Minister, Director-General, Regional Director and other senior executive officers.
- Coordinate information required by the Regional Director, including briefings and reports and maintain high quality record keeping, data analysis and confidentiality.
- Undertake research, analysis, monitoring, review and evaluation of ministerial and executive correspondence and complaints to ensure outcomes are achieved within set timeframes.
- Provide authoritative timely advice to the Director, Education Services and other senior officers on matters relating to legislation, departmental policy and procedure.
- Establish and maintain relationships with colleagues within the department, business units, and schools.
- Provide high quality and responsive service delivery to customers and stakeholders.
- Respond to change and challenges with innovative solutions to achieve regional objectives.
- Monitor the workflow and workload management of staff and participate in staff training, appraisal and development.
- Supervise a team to ensure that stakeholder engagement is managed in accordance with policy and procedure.
- Other suitable duties, consistent with the duties and responsibilities of the position as directed by the supervisor or nominated delegate.
Interested? To Apply:
- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
- Attach a 2-page response to the How you will/may be assessed section of the attached role description.
We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.
Applications from recruitment agencies will not be accepted.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Salary rate shown is reflective of full-time (1.0 FTE).
The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies. ( https://alt-qed.qed.qld.gov.au/working-with-us/induction/department/human-resources/inclusion-and-diversity#:~:text=Pathways%20to%20Parity,participate%20fully%20in%20our%20workplaces. )
