Are you ready to make a real impact in Queensland’s building industry? We’re seeking a detail-oriented and proactive Assessment Officer to assess complaints related to defective building work and to investigate, evaluate, and determine claims under the Queensland Home Warranty Scheme. If you have a strong understanding of building practices, a commitment to fairness, and a passion for protecting homeowners, we want to hear from you!

Job details

This position is based in Brisbane. The successful candidate may be able to apply for flexible working arrangements, including working remotely at a Regional QBCC office (subject to approval and availability) and working from home for up to two days per week.

Please note: QBCC will be relocating from West End to the Brisbane CBD at the end of 2025.

Key Outcomes and Accountabilities

• Ensure that the performance and effectiveness of QBCC's Dispute Resolution Service and Statutory Home Warranty Scheme is continually improved by contributing to the assessment of complaints about defective building work, and in in monitoring, reviewing and reporting on the insurance scheme's performance.
• Contribute as required to the development and delivery of the Resolution Services operational plan.
• Investigate and assess complaint about defective building work and insurance claims in accordance with relevant legislation, insurance policy conditions, guidelines and procedures to accurately determine claim entitlements and approve related claim payments to delegated level.
• Provide advice and opinions to the Senior Assessment Officers and Principal Resolution Officers and Senior Lead's in regard to Dispute Resolution and Queensland Home Warranty Scheme.

Please refer to the Position Description for further Key Outcomes and Accountabilities. 

Candidate Attributes

1. Ability to rapidly acquire a sound knowledge of legislation relating to the building and construction industry.
2. Apply legislation, policies and procedures in the context of complaint about defective building work and claims under the Queensland Home Warranty Scheme.
3. Demonstrate sound investigative, analytical problem solving and decision-making skills, including prioritising, planning and organising an on-going caseload.
4. Demonstrate sound skills in communicating, consulting, liaising and maintaining effective relationships with stakeholders, managers, staff and customers, including identifying customer needs, and providing customers with relevant information and quality customer service.

How to Apply (via Smart Jobs only)

Please submit a current resume and a brief cover letter (maximum 2 pages) outlining how your skills, knowledge and experience complement the Candidate Attributes in the Position Description, specifically addressing previous experiences or abilities relating to complaints management.

Referee Checks

Referees should have a thorough knowledge of your work performance and conduct, and it is preferable to include your current/ immediate past supervisor. By providing the names and contact details of your referee/s you consent for these people to be contacted by the selection panel.

Further information

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

Unsolicited resumes from recruitment agencies will not be accepted.

Documents

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

• QBCC Information for Applicants - May 2025 (PDF, 531KB)
  Information Package for Applicants
  
  Assessment Officer AO4 Position Description (PDF, 544KB)
  Role Description