The Queensland Revenue Office is currently seeking applications for an AO5 Senior Debt Resolution Officer in its Debt Management Centre (DMC).

The DMC undertakes targeted and proactive penalty debt collection and enforcement action through inbound and outbound call interactions in a contact centre environment.

In this role, you will conduct and manage debt recovery activities to effectively collect overdue revenue and penalty debt within a legislative environment and provide technical advice to your team on more complex matters.

The position is based in QRO's Southport office with flexible work options available and access to professional growth pathways.

Please read the role description for more information. You can also contact Gary Forbes for further information on gary.forbes@treasury.qld.gov.au.

Job details

Working as an AO5 Senior Debt Resolution Officer within the QRO Collections division, you will be required to lead within a team, work autonomously and collaboratively with colleagues, clients and other stakeholders.

Key responsibilities of the role include:

• Support the Team Leader in supervision of people, promoting their ongoing professional development.
• Manage positive client and stakeholder relationships, using strong communication and relationship management skills by adhering to our Client Charter.
• Utilise effective negotiation and influential communication to recover State taxes, penalties, fines and levies in a consistent and timely manner.
• Interpret and apply Queensland revenue laws and public rulings.
• Comply with record keeping and quality assurance standards by keeping timely, accurate and complete records.
• Analyse and interpret large volumes of information to make insightful decisions regarding collection treatment strategies.
• Undertake research and analysis, challenge existing practices and procedures, prepare campaigns and reports on the delivery of business plan objectives in a transforming environment.
• Support the Team Leader to facilitate team and individual development and build a positive and participative culture aligned to our values and expectations.
• Encourage others to set goals, take pride of ownership and encourage them to grow through increased responsibility to successfully achieve objectives and outputs.
• Actively participate in the divisional leadership team to achieve strategic and business objectives and goals.

To be successful in this role, you will need to demonstrate the following:
• Experience in debt collection practices
• A strong working knowledge of digital and data technology/systems
• The capability to analyse, interpret and apply legislation and/or policy to achieve successful outcomes.
• High level of interpersonal and influential communication skills within a client-focused environment.

We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs. The position is based in our Southport office with high quality end of trip facilities available.

Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO please see attached candidate information pack.

Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. This starts with recruitment, including making reasonable adjustments to support applicants at all stages of the process. The methods used in the recruitment for a role may vary, but the sorts of processes used may include: application form, resume and cover letter, online cognitive testing, work test, written response task, assessment centre, in-person or video interview.

We welcome applicants to share with the contact officer any health condition, impairment, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process. 

If you are interested in this role - click “Apply” to be redirected to the full advertisement, including role description and contact details. We welcome questions and look forward to hearing from you.
Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.

Job Ad Reference: QLD/576035/24

Closing Date: Wednesday, 24 July 2024

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Working for QRO Candidate Information (Word, 441KB)
  
  
  576035 24 Role Description (Word, 2.51MB)