An exciting opportunity has arisen for an experienced professional to join our Governance Unit as the Coordinator Complaints. This role is pivotal in managing and coordinating LAQ’s complaints management framework and providing strategic responses to client feedback. You will play a key role in enhancing LAQ’s organisational outcomes by identifying trends and recommending systemic improvements.

Job details

About Legal Aid Queensland

Legal Aid Queensland's 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.

We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services. The work is challenging but rewarding - and that is why staff wellbeing and work/life balance are a top priority for us.

About the role

Legal Aid Queensland (LAQ) is offering an incredible opportunity to make a genuine impact in the lives of Queenslanders. You'll drive high-quality complaint resolution processes, streamline frameworks, and contribute to systemic improvements that uphold transparency, accountability, and fairness.

This role is more than managing feedback—it's about fostering trust and delivering innovative solutions. You'll harness your analytical skills, leadership capabilities, and trauma-informed expertise to guide a dedicated team, manage escalated issues, and champion a culture of respect and inclusion.

Step into a leadership role where no two days are the same.

About you

You are an ambitious professional who thrives in complex, fast-paced environments, guided by a commitment to justice and accountability. With extensive experience in complaints management and resolution, you bring a trauma-informed approach to every interaction, adeptly de-escalating challenging situations while refining organisational frameworks.

Your analytical mindset and strong problem-solving skills drive you to identify trends and implement proactive solutions that improve outcomes for clients and stakeholders alike. You are an influential communicator, capable of building trust and credibility with diverse audiences. Your leadership skills shine as you mentor others, manage competing priorities, and deliver results with integrity and transparency.

Armed with a highly desirable qualification in investigations and a dedication to ongoing learning, you are ready to inspire confidence, champion inclusion, and contribute to Legal Aid Queensland's mission to ensure justice for all.

Find out more about the role and how to apply in the attached role description.

As a member of the Legal Aid Queensland Community, you will receive:

• A 36.25 hour working week (full time hours)
• Generous salary packaging
• Employer super contributions of 12.75%
• Flexible working hours
• Study leave for approved work-related courses.

Find out more about working in Legal Aid Queensland here: https://www.legalaid.qld.gov.au/About-us/Careers

Further information

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

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

Documents

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

• Position description - AO7 Coordinator Complaints (PDF, 429KB)
  Role Description
  
  LAQ Employee Benefits (PDF, 277KB)
  Information Package for Applicants
  
  LAQ Information Kit for Applicants (PDF, 448KB)
  Information Package for Applicants