As Operational Lead, you will play a key role in supporting the delivery of high-quality dispute resolution services and ensuring the smooth day-to-day operation of the Dispute Resolution team.

Reporting to the Manager, Dispute Resolution, the role leads workflow coordination, operational support, quality assurance and team coaching to help deliver timely, consistent and customer-focused outcomes.

You will support and develop a team of Early Resolution Officers, manage caseload allocation and service delivery priorities, and contribute to continuous improvement initiatives that strengthen customer experience and operational performance.

You will also work closely with leaders and stakeholders to resolve operational challenges and maintain high standards across the team.

Job details

To be successful in the role you will:

• Lead, support and develop our team front-line team to deliver high-quality, customer-focused services.
• Oversee operational performance, ensuring targets, service standards and outcomes are achieved.
• Coach and mentor team members, building capability and fostering a positive team culture.
• Manage complex and escalated matters, ensuring fair and timely resolutions.
• Monitor and analyse performance data to inform decision-making and continuous improvement.
• Identify and implement process improvements to enhance service delivery and customer experience.
• Collaborate across the organisation to support strategic priorities and operational excellence.
• Ensure compliance with relevant legislation, policies and Ombudsman standards.

Mandatory requirements:

• There are no mandatory qualifications for this role, though experience in dispute resolution, customer service or a people leadership role is highly desirable.
• To be appointed to a position, you must be an Australian citizen, have permanent residency status or a visa permitting you to work in Australia. You are required to notify EWOQ if your right to work in Australia ceases.
• EWOQ has a strong community engagement focus that provides an opportunity for our team members to attend community events within and outside working hours.
• Intrastate and interstate travel may also be required.

Please note:

• Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
• All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 89, 182 or 183 of the Public Sector Act 2022.

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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.

• EWOQ691706 Operational Lead - RD (PDF, 135KB)
  Role Description