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Senior complaints officer

What does a senior complaints officer do?

A senior complaints officer manages complaints from clients and funded services of Disability Services Queensland and the Department of Communities.

The complaints management process aims to deliver positive outcomes for the client, their family or support network. Important information gained from the complaints process is provided back to the business areas of the department so that services and systems can be improved.

A senior complaints officer works with clients, families and staff members across the state on complaints that are unable to be resolved at a local level.

As a senior complaints officer, you will develop and deliver information and training sessions to departmental and non-government staff members. These sessions explore how to manage complaints more effectively at a local level.

"I meet with people who are distressed and I am able to assist them by giving them a voice." Susan Elmes, Assistant-Director

What qualifications do you need?

Senior complaint officers are employed from a range of backgrounds including human services, social work, psychology, education, health, police and business areas of Disability Services Queensland and the Department of Communities.

While a tertiary background is valued it is not a prerequisite.

What personal attributes do you need?

Senior complaints officers need to have:

a commitment to supporting people with a disability and their families
respect and are able to show dignity for all
patience and empathy
good communication skills
a genuine interest in people
mediation skills
problem-solving skills.

Join Disability Services Queensland and the Department of Communities if you want a career that:

offers variety
requires teamwork and individual initiative
improves the lives of others.

Salary information

For information on salary ranges visit www.psier.qld.gov.au/psawards/cas/

For more information about job opportunities at Department of Communities:

Visit: www.communities.qld.gov.au
Email: enquiries@communities.qld.gov.au
Telephone: 13 13 04
TTY: (07) 3012 8655

For more information about job opportunities at Disability Services Queensland:

Visit: www.disability.qld.gov.au
Email: disabilityinfo@disability.qld.gov.au
Telephone: 1800 177 120
TTY: 1800 010 222

Find our vacancies at www.jobs.qld.gov.au