Are you an experienced professional with a strong background in insurance claims and a passion for mentoring others? The Queensland Building and Construction Commission (QBCC) is seeking a Principal Resolution Officer to manage complex and sensitive defective or incomplete building work insurance claims. In this pivotal role, you’ll lead the case management of high-risk claims, ensuring fair and effective outcomes. You’ll also provide mentoring and coaching to claims approval staff, helping to build capability and consistency in claims handling across the team. This is an excellent opportunity to apply your technical expertise, apply today!

Job details

This position is based in Brisbane and flexible arrangements can be considered upon application, including working remotely at a Regional QBCC office subject to availability.

If working from a regional office, travel to the Brisbane office base will be required on a weekly basis (additional frequency to be negotiated with successful candidate) to fulfil operational business needs and may involve travel outside of normal office hours and/or overnight accommodation.

Key Outcomes and Accountabilities

• Assist the Senior Lead, Claims Approval, in managing the day-to-day operations of the team. This will include:
  • Assisting in monitoring and reporting on team and case management performance;
  • Provide advice and feedback to staff with a focus on good decision making and the interpretation and application of legislation;
  • Assisting the Senior Lead to ensure staff are provided with appropriate guidance, training, support and assistance;
  • Undertake peer reviews in order to meet Quality Assurance framework objectives;
  • On approval from Senior Lead or Manager, Claims Approval, administer external service provider arrangements including expert technical and legal service providers
• Manage complex and/or sensitive cases, home warranty insurance claims at the direction of the Senior Lead or Manager, Claims Approval Resolution Services.

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

Candidate Attributes

1. Demonstrated ability to undertake management and resolution of complex or contentious case management. Takes personal responsibility for meeting objectives and progressing work.
2. Ability to interpret and provide advice on legislation, policies and procedures in relation to Home Warranty Insurance Claims especially related to complex and sensitive cases.
3. Manage relationships, stakeholder partnerships and problem solve to achieve innovation and deliver and promote quality customer service.
4. Responds in a positive and flexible manner to change. Shares information with others and adapts to a changing environment.

Other Requirements

Whilst not mandatory, previous claim experience in the building, construction or insurance industries would be highly regarded.

How to Apply (via Smart Jobs only)

Please read the attached applicant information document noting in particular that QBCC cannot employ anyone who is on a VISA. 

Please submit a current resume and a cover letter (maximum 2 pages) outlining how your skills, knowledge and experience complement the Candidate Attributes in the Position Description. 

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
  
  Principal Resolution Officer AO6 Position Description (PDF, 559KB)
  Role Description