Senior Complaints Officer

Legal Aid Queensland is recruiting for a new Senior Complaints Officer. In this diverse role, you will triage and investigate complaints, prepare responses in a timely manner and keep LAQ's complaints policies and procedures current. You will also have the opportunity to regularly prepare reports to management and the Audit, Risk and Compliance Committee.Job details Position status Permanent
Position type Flexible full-time
Occupational group Auditing & Compliance
Classification AO5
Workplace Location Brisbane Inner City
Job ad reference QLD/562705
Closing date 19-May-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration Permanent
Contact person Stephen Shirvington, Chief Governance Officer
Contact details 3917 0133
Access theAbout Legal Aid Queensland
Legal Aid Queensland's (LAQ) vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland.About the team
Legal Aid Queensland's Corporate Services division plays an important role managing our financial, physical and human resources, and is responsible for business analysis, information technology, the law library, governance, right to information and information privacy, compliance and records management functions.About the role
In this diverse role you will have the opportunity to undertake a variety of functions - from coordination of the complaints management activity, to triaging and investigating matters. Additionally, you will regularly prepare reports to management and the Audit, Risk and Compliance Committee (ARCC).In this role you will:

• Coordinate the complaints management function for Legal Aid Queensland
• Record complaints and feedback in the complaints management system and provide advice to the manager about complaints management issues
• Manage feedback and complaints received, including assessment, recording and referral to investigating officers to ensure timely investigation and appropriate responses
• Assess and respond to complaints from the Queensland Ombudsman's office and coordinate the Ministerial Correspondence Unit inbox
• Liaise with and provide advice to investigating officers to ensure compliance with the complaints policy and procedure
• Analyse data and prepare statistical and performance reports

In this role you will receive calls from both victims and perpetrators of crime, as well as from callers who have mental health issues. We provide excellent training and support on how to manage these calls and how to deliver a trauma informed service.What you will bring to the role:

• You will have prior experience in managing and coordinating the complaints function
• Experience in reviewing and recommending updates to policies and procedures
• An ability to manage calls from vulnerable or distressed clients
• Experience in preparing and delivering correspondence and reports to senior stakeholders

What we can offer you

• 36.25 hrs per week (full time hours)
• 12.75% employer super contributions
• Generous salary packaging available
• Study leave for approved work-related courses.

Interested?
Submit your resume and a covering letter that demonstrates what you bring to the role.For further information or to discuss if this job is the right one for you - please contact Stephen Shirvington on 07 3917 0133.Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote and .DocumentsBefore applying for this vacancy please ensure you read the documents below.Information Package for ApplicantsRole Description