Join QBCC as an Assessment Officer and help deliver fair, timely outcomes for homeowners under the Queensland Home Warranty Scheme. You will investigate and assess claims, interpret legislation, determine customer entitlements, provide recommendations and support the progression of rectification works. Working closely with homeowners, service providers, and technical and legal specialists, you will manage an ongoing caseload and where required, assist with matters before QCAT or the courts.

Job details

These roles can be performed from any of our regional offices – Cairns, Townsville, Mackay, Rockhampton, Maryborough, Sunshine Coast, Toowoomba, Gold Coast (subject to availability) or Brisbane. Applicants wishing to work from a location other than Brisbane will be required to apply for a Flexible Work Arrangement.

About QBCC

As Queensland's independent building and construction regulator, we play a critical role in protecting people, supporting industry and building trust in a system that touches every part of our community, from safe homes and liveable communities to jobs and economic security. We support a $69 billion industry by protecting consumers, ensuring the industry is well supported, providing a safety net through the Home Warranty Scheme, and proactively delivering education.  

A thriving building and construction industry benefits us all. But it only works when people feel informed, enabled and protected. That's where we come in.We support industry, protect consumers and uphold standards. We make fair and transparent decisions, deliver services that build trust, and support a strong, sustainable industry.

 About the role

As an Assessment Officer, you will investigate and assess claims under the Queensland Home Warranty Scheme, applying relevant legislation, policies and processes to determine customer entitlements. You will manage an ongoing caseload, provide clear recommendations, communicate with homeowners and service providers, and collaborate with technical and legal specialists to support fair, timely and well-informed outcomes.

About you 

You are an organised and analytical professional with strong investigative, problem-solving and decision-making skills. You can interpret and apply legislative and business frameworks, manage competing priorities and communicate complex information clearly. You exercise sound judgement and contribute positively to team outcomes and continuous improvement. Experience in insurance claims within the building and construction industry will be highly regarded.

Resilient and composed, you can confidently navigate challenging conversations, manage difficult customer interactions with empathy and professionalism, and remain focused in sensitive or high-pressure situations.

How to apply

Ensure you read the attached position description, then submit your resume and cover letter (maximum 2 pages)

Please ensure your cover letter addresses the following questions:

1. Resilience and complex customer matters
   Describe a time you managed a complex or sensitive matter involving a difficult client or stakeholder. How did you remain resilient, professional and focused on achieving an appropriate outcome?
2. Legislation and decision-making
   Provide an example of when you interpreted and applied legislation, policy or a regulatory framework to assess information and make a decision. What factors did you consider, and how did you ensure your decision was fair and defensible?
3. Analytical and problem-solving skills
   Tell us about a time you analysed a complex issue, claim, complaint or case file. How did you identify the key issues, assess the available information and determine the best course of action?

Scenario 
You are managing a claim where the available information is incomplete, the customer is becoming increasingly frustrated, and there is pressure from multiple stakeholders to progress the matter quickly. After reviewing the information, you identify that the decision may not be the outcome the customer is expecting.

Question:
Describe how you would manage this situation. In your response, outline how you would:

• remain resilient and professional when dealing with pressure, conflict or dissatisfaction
• assess the available information and identify what further information may be required
• apply relevant legislation, policies or procedures to support your decision-making
• balance customer expectations with the need to make a fair, transparent and defensible decision
• communicate the decision clearly and respectfully
• manage stakeholder relationships while maintaining integrity and accountability

Please note: if you progress to the next stage you will be sent a link to complete an online aptitude assessment, this must be completed in 48 hours of receipt of the link.

Further information

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.

• QBCC Information for Applicants - June 2026 (PDF, 1.28MB)
  Application Kit
  
  Position description - AO4 Assessment Officer, QBCC (PDF, 227KB)
  Role Description