About the Company

This state government division plays a vital role in improving service experiences for Queenslanders, with a focus on fairness, accessibility and supporting vulnerable community members. The team prides itself on its collaborative culture, strong professional standards and commitment to delivering high-quality outcomes for the people it serves.
 
The Opportunity

As the Senior Resolution Officer, you will manage a range of complex complaints and enquiries, assess key issues and support individuals navigating sensitive circumstances. You will use sound judgement, strong communication skills and a trauma-informed approach to determine appropriate pathways and help deliver fair and timely resolutions.

In this role, you will:

• Assess complaints and enquiries from members of the public or their representatives;

• Conduct preliminary enquiries and request information from relevant agencies;

• Determine appropriate resolution pathways, escalating matters where necessary;

• Prepare clear, well-structured reports, correspondence and recommendations; and

• Maintain accurate records to support data analysis and identification of trends.

Required Experience

The ideal candidate will bring a background in complaints management, case assessment, investigations, justice, or regulatory environments, along with strong communication skills and the ability to work in a sensitive and fast-paced setting.

Key experience includes:

• Experience managing complaints, cases, or investigations;

• Strong analytical skills and the ability to assess complex matters;

• High-level written communication, including report writing;

• Experience engaging with vulnerable individuals using a sensitive approach; and

• Ability to manage competing priorities and work both independently and collaboratively.

Benefits:

This opportunity offers genuine purpose and the chance to influence better outcomes for Queenslanders. You’ll join a supportive, people-focused government team, enjoy a central CBD location, flexible work arrangements and the chance to contribute to meaningful, impactful work that improves service delivery across the state.
 
Similar opportunities?

If you’re interested in similar roles within government or community-focused teams, we encourage you to apply. We often recruit for additional opportunities not advertised publicly and would be happy to discuss how we can assist with your job search.
 
For more information or a confidential discussion please call Brianna Brutnall at u&u on 3232 9168 quoting reference number 43429.
 
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
 
Should you require reasonable adjustments or have a preferred method of communication throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
 
Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.
 
Please submit your resume in Word format only.