Resolution and Complaints Officer

About the role

The Resolution and Complaints Officer supports parties in a simple dispute resolution process for complaints about health services and providers, in line with the Health Ombudsman Act 2013. The role involves guiding callers, triaging complaints, and facilitating negotiations to achieve timely resolutions.

Key responsibilities

• Collaborate across the Assessment and Resolution division to ensure seamless service delivery and quality case management.
• Support a quick dispute resolution process that enables negotiations between parties.
• Exercise statutory powers to obtain necessary information and submissions from relevant parties.
• Conduct negotiations using active listening, empathy, and interest‑based techniques to resolve complaints.
• Provide early advice to callers and receive, triage, and record complaints.
• Prepare correspondence and reports following best‑practice administrative decision‑making principles.
• Maintain comprehensive case files in accordance with legislative and organisational requirements.
• Contribute ideas for continuous improvement of complaint‑handling processes.
• Work in line with the values and priorities of the Office of the Health Ombudsman and perform other directed activities.

Required profile

• A detailed understanding of the Queensland health environment is desirable but not essential.
• A relevant tertiary qualification is desirable but not mandatory.
• Willingness to undergo criminal history checks and disclose any disciplinary or conflict‑of‑interest information as required by the Public Sector Act 2022.

Required skills