The purpose of this position is to manage sensitive cases and service complaints, mediating and coordinating reactive and proactive investigations, preparation of detailed reports and arranging expert assessments/determinations of technical matters. The position will need to build relationships across the organisation in order to develop, implement and manage systems, policies and procedures to enhance the QBCC Customer Feedback framework to ensure processes are quicker and transparent.

Job details

Position is located in Brisbane and the successful candidate will need to enter into a Flexible Work Arrangement upon commencement to reflect the office location you are seeking to work from. If working from a regional office, travel to the Brisbane office will be required regularly (frequency to be negotiated with successful candidate) to fulfil operational business needs.

Key Outcomes and Accountabilities  

The aim of this role is to:

• Develop strong partnerships within the QBCC operational areas to ensure that service complaints are correctly allocated and that business areas meet the required response times. Liaise between business units where cases require responses from multiple business units.
• Provide high level operational advice into the development of the Salesforce platform to improve both internal and external customer service and increasing access to customers through digital channels and manage the associated change.
• Build organisational capability and responsiveness by reviewing and reporting on resolution services data and undertaking broader systemic related research including the preparation of briefs, reports and responses to requests for information.
• Lead, cultivate, manage and sustain positive working relationships through effective communication with executives, key influencers, team members and stakeholders including industry associations and other relevant government and non-government agencies by being proactively responsive to customer and stakeholder needs and expectations.

Candidate Attributes

1. Apply, interpret and provide advice on legislation and processes relating to resolution services matters and service complaints to internal and external customers.
2. Demonstrated relationship and trust building skills displaying empathy, objectivity and ndependence when communicating, consulting and negotiating with all internal and externa customers and the ability to produce high level submissions and reports.
3. Demonstrate the ability to provide effective and well-regarded leadership working across multidisciplinary teams, streams and diverse work units particularly in respect to highly sensitive and confidential information.
4. Develop, manage and implement projects and initiatives that support the effective delivery of services.

How to apply

Before you submit your application please read the attached applicant information document noting in particular that QBCC can't employ anyone who is on a visa. 

Please submit:

• Your resume and include the names and contact details of two referees who have a thorough knowledge of your work performance and conduct, it is preferable to include your current and previous supervisor.
• A cover letter (maximum of two pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. This should not be a repeat of your resume but rather your opportunity to tell us how you meet the required competencies.

Further information

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

Applications may be used to employ applicants in identical or similar vacancies for a period of up to 12 months from the closing date of this vacancy.

Documents

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

• 2024 - QBCC Information for Applicants (PDF, 986KB)
  Application Kit
  
  Position Description - Manager Service Quality (PDF, 583KB)
  Role Description