The Queensland Family and Child Commission have an exciting opportunity for an Enquiries Officer to join the Commission.

In this role, you will be the first point of contact for the Commission, managing all public enquiries and correspondence via telephone, email, mail, and in person visits.

You will liaise with a broad range of stakeholders, including vulnerable members of the community across all age groups, requiring a high level of professionalism, discretion, and sensitivity.

As an ambassador for the Commission, you will work within a dedicated team committed to delivering high quality, customer focused services.

This includes ensuring that all responses to the community are timely, proportionate, and risk based.

Job details

The Regulations team serves as the frontline of the Child Safe Organisations Division and is responsible for delivering core regulatory functions under the Child Safe Organisations Act 2024 (CSO Act). The team undertakes a range of activities, including triage and risk assessment, managing directed self‑assessments, facilitating information sharing, and conducting compliance actions.

In this role you will:

• Manage all incoming public enquiries and correspondence (telephone calls, emails and mail) from a wide range of customers (at all ages), including vulnerable and distressed members of the community across Queensland on behalf of the Commission.
• Effectively and efficiently manage customer needs by using appropriate questioning, problem solving, negotiation and conflict management skills.
• Conduct a triage and risk assessment people-centric approach on all incoming public enquiries and correspondence to identify and respond appropriately and escalate matters where necessary.
• Maintain effective time management practices to ensure members of the public can receive timely and helpful information, including liaising with internal and external stakeholders from other departments and agencies, to allocate or re-allocate enquiries, where appropriate.
• Provide follow up customer care (where appropriate), to ensure all incoming public enquiries and correspondence have received the services required that support the effective and accountable administration aligned to the regulatory scheme.
• Assist with the development, implementation, and review of enquiry systems and procedures to ensure that they operate in accordance with internal requirements and standards.
• Maintain a high level of accuracy in all correspondence and administrative documents, using appropriate software programs and adhering to the Commission standards, including the use of style guides, templates and other corporate standards.
• Comply with the Commission's information security and records management policies and procedures to ensure information holding systems are kept confidential and utilised accurately and reliably.
• Coordinate with internal and external stakeholders relating to the logistics and facilities for on-site visitors and delegates for the Commission.
• Foster a workplace culture that supports and promotes diversity and inclusion in everyday work, by building a workforce that represents and reflects the diverse views, experiences and backgrounds of the community we serve.
• Create a supportive environment where people are treated with respect and are recognised and rewarded for their achievements and performance.

Potential applicants are advised that the Working with Children (Risk Management and Screening Act 2000) requires the Commission to seek a “working with children check' from Queensland Blue Card Services. The Commission will facilitate the applicants obtaining the above check.

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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.

• QFCC684242 Enquiries Officer - RD (PDF, 281KB)
  Role Description
  
  Commission Application Pack (PDF, 1.88MB)
  Application Kit