We’re looking for a proactive and detail-oriented professional to manage sensitive cases and service complaints, coordinating both reactive and proactive investigations. In this pivotal role, you’ll prepare comprehensive reports, arrange expert assessments of regulatory decisions, and provide strategic insights that support better outcomes for customers and the organisation. You’ll work collaboratively across the business to develop and enhance systems, policies, and procedures that strengthen the QBCC Customer Feedback framework. Your ability to build strong internal relationships will be key to delivering faster, more transparent complaint handling processes and shaping a culture of continuous improvement. If you thrive in a dynamic environment where your contributions make a meaningful impact, we want to hear from you!

Job details

The position is based in Brisbane, and the successful candidate will have the option to work from home under an approved Flexible Work Arrangement which suits the team.

Key Outcomes and Accountabilities

• Develop processes and systems to manage sensitive cases and service complaints to ensure cases are resolved quickly, fairly and transparently for both internal and external customers, in line with the QBCC Customer Feedback Framework.
• 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.
• Administer and interpret the provisions of the Queensland Building and Construction Commission Act 1997, Queensland Building and Construction Commission Regulation 2003 and Building Act 1975 including issuing directions to undertake disciplinary action against licensees.

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

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 independence when communicating, consulting and negotiating with all internal and external 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 (via Smart Jobs only)

Please submit a current resume and a brief cover letter (maximum 2 pages) telling us why you are interested in this role and how your skills, knowledge and experience compliment the Candidate Attributes.

Why QBCC?

We offer a range of benefits, including a generous 12.75% superannuation contribution with the option to salary sacrifice personal superannuation contributions, flexible work arrangements including but not limited to accruing flex time and working from home, access to generous leave entitlements, and a friendly, collaborative and supportive workplace culture with learning opportunities available.

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
  
  Manager Service Quality AO7 Position Description (PDF, 608KB)
  Role Description