AO5 Policy and Complaints Coordination Officer

Location: brisbane
Salary: $62.67 per hour, Benefits: Superannuation
Job Type: temporary
Contact: Amee Sherrin
AO5 Policy and Complaints Coordination Officer

•        ASAP start – 31/01/2025
•        $62.67 per hour + Superannuation (agency contractor)
•        Office is in Northside Brisbane
•        Full time work 36.25 hours a week

The Role:

As the Policy and Complaints Coordination Officer, you will work with the organisation to coordinate the review, quality assurance and development of controlled documents (e.g. policies and procedures) based on identified business requirements in alignment with relevant legislation and government policies. You will also liaise with business units across this department in coordinating external customer complaints. This position reports to the Principal Policy Office

Using your understanding and experience in policy review and development, and complaints coordination you will:

• coordinate, conduct and assist in researching and analysing policy issues and legal advice, and work in a team to develop evidence-based policy solutions
• coordinate and manage multiple projects and tasks, meeting deadlines, and liaising with policy content owners across all business units
• reviewing and drafting controlled documents e.g. policies, procedures, manuals, guidelines, forms, work instructions and maintaining the controlled documents register
• undertake quality assurance of this departments policies and procedures to ensure accuracy and alignment with legislative provisions
• assist with implementation, coordination and delivery of policy communication strategies, and supporting the delivery of policy overview sessions to staff, where required
• coordinate, monitor and liaise with relevant stakeholders, where required, in coordinating customer complaints
• maintain a register of customer complaints and provide summary reports on customer complaints management
• assess and identify complaints for human rights issues and collaborate with decision-makers who will respond to issues considering compatibility with human rights
• work collaboratively with team members and internal stakeholders to achieve Policy and Resolution team operational outcomes
• monitor the Policy and Resolution team mailbox and allocate/assign emails as appropriate to team members
• contribute to the development and commitment to ethical behaviour and this departments  corporate values
• complete any other tasks, including records management, as directed from time to time by your Principal Policy Officer.

For this role, we will consider your experience in:

• high-level interpersonal, written, analytical and verbal communication skills including the ability to effectively consult, liaise and negotiate with this departments staff and management
• proven ability to manage timeframes and competing priorities in a high volume, sensitive and complex environment
• proven ability to be adaptable, agile, work cooperatively, autonomously and be a highly effective team member
• attention to detail to ensure quality assurance, consistency and accuracy of policy and complaints management documentation.

Please note only short-listed candidates will be contacted due to the volume of applications.

Apply by submitting your resume using the ‘apply now’ button.
For any questions please reach out to Amee Sherrin at amees@sde.com.au

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