The Senior Complaints and Information Officer will play a key role in supporting regional leadership through the delivery of high-quality complaints management, ministerial and executive correspondence, and authoritative advice.

Working closely with the Regional Director and senior officers, you will coordinate and prepare responses to complex enquiries, complaints and appeals, ensure robust record keeping and confidentiality, and build strong relationships with schools, internal teams and external stakeholders.

This role is ideal for a highly organised professional with strong written communication skills, sound judgement, and experience navigating legislation, policy and stakeholder expectations in a fast-paced public-facing environment.

If this sounds like you, we'd love to hear from you!

Job details

About the Department of Education:

Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us.

Why Join Us?

Join our team as a Senior Complaints and Information Officer and play a vital role in ensuring fair, timely and high quality responses to complaints, enquiries and ministerial correspondence. This is a trusted advisory position supporting regional leadership, where your judgement, writing skills and ability to navigate complex issues will directly influence outcomes for students, families, schools and the broader community.

You will work in a fast paced, collaborative environment, build strong relationships across schools and departmental teams, and contribute to continuous improvement in stakeholder engagement and service delivery. If you are passionate about integrity, accountability and making a difference through public service, this role offers both challenge and opportunity for growth.

About the Role:

• Develop responses to a range of enquiries, complaints, appeals and matters which are brought to the attention of the Minister, Director-General, Regional Director and other senior executive officers.
• Coordinate information required by the Regional Director, including briefings and reports and maintain high quality record keeping, data analysis and confidentiality.
• Undertake research, analysis, monitoring, review and evaluation of ministerial and executive correspondence and complaints to ensure outcomes are achieved within set timeframes.
• Provide authoritative timely advice to the Director, Education Services and other senior officers on matters relating to legislation, departmental policy and procedure.
• Contribute to workflow oversight and team supervision to ensure responsive, fair and timely service delivery.

Please view the role description for a full list of responsibilities.

Submit Your Application:

• Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
• Attach a 1-page written statement about how your achievements and capabilities meet the requirements of the role.

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.

Further information

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

For a full list of the position responsibilities and mandatory requirements, please ensure you download the attached Role Description and Applicant Information Package and follow the instructions.

Documents

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

• Applicant Information Package (PDF, 245KB)
  Information Package for Applicants
  
  NCR685865_26T Role Description (PDF, 293KB)
  Role Description