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Form of workEden Ritchie is seeking a Senior Governance Officer (Complaints) to coordinate complaints management for the organisation. This organisation is committed to providing high quality legal services, and values feedback from clients and stakeholders.
Your role is to ensure all complaints are appropriately investigated by coordinating complaints policies, procedures, and responses, and reporting regularly to management.
- 12 week contract
- Brisbane CBD location
As the Senior Governance Officer , your key responsibilities will include:
- Coordinate a complaints management regime for the organisation which reflects best practice for the public sector and meets the needs of internal stakeholders.
- Maintain complaints policies and procedures, and provide advice to management about complaints management issues.
- Monitor the distribution and processing of all external complaints to ensure responses are appropriate and timely.
- Analyse the nature and frequency of complaints to identify business process improvement opportunities.
- Prepare reports for management about complaints handling performance against corporate benchmarks, and business improvement opportunities.
- Liaise with senior managers about complaints and ensure adherence to the complaints procedure.
The successful applicant will demonstrate:
- Experience in managing complex client service issues and/or complaints management, ideally in a social services environment.
- Ability to work independently
- You can manage time constraints and competing demands to ensure deadlines are met.
- Ability to prepare written material in a clear, concise and articulate manner.
- You can build and sustain relationships with team members, other colleagues and external stakeholders. You are credible and able to influence others to achieve results.
If this role sounds like you, please APPLY NOW submitting your resume in WORD format.
If you would like more information or to discuss the role, please contact Alison Detaille on 07 3230 0038.
Job Reference: 597015
