Queensland Government
Senior Complaints Officer
SeniorFull-timeHybridBrisbane QLD, AustraliaAdministrationPosted 1 week ago
About the job
Legal Aid Queensland (LAQ) is on a mission to provide high-quality legal services and values the feedback from clients and stakeholders. This full-time, permanent job offers an exciting opportunity for an experienced senior-level administrator to assess and resolve client and external complaints. The team thrives on collaboration and is dedicated to continuous improvement, ensuring effective complaint management and strong relationships with all stakeholders.
You'll be responsible for
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Monitoring complaints
Monitoring the complaints inbox, registering and acknowledging the receipt of complaints, and assessing and allocating complaints for timely investigation.🤝
Client liaison
Liaising with clients using a trauma informed approach and attempting to de-escalate challenging behaviours.🔄
Process improvement
Contributing to complaints process improvements and changes in policies and procedures to support cultural shifts and best practice.What we're looking for
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Experience handling complaints
Demonstrated experience managing client complaints in a trauma-informed manner.View fit
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Time management skills
Proven ability to manage competing demands and meet deadlines effectively.View fit
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Effective communication skills
Strong ability to communicate clearly and influence stakeholders.View fit
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