Description:
Legal Aid Queensland (LAQ) is committed to providing high quality legal services, and values feedback from clients and stakeholders. This is an outstanding opportunity for an experienced senior level administrator to assess and resolve client and other external complaints.Key Details
- This position is fulltime, permanent.
- There are no mandatory requirements or special conditions for this role, however a qualification in investigations is highly desirable.
- Monitor the complaints inbox, register and acknowledge the receipt of complaints, assess and allocate complaints for timely investigation and where possible, investigate and resolve complaints at first point of contact.
- Review complaints and identify the nature of each complaint using a risk-based approach to assess complexity, prioritisation and escalation requirements Exercise judgement to determine whether matters require attention from managers or directors.
- Assess and categorise complaints received and save complaints in the complaints management system and the electronic document management system and search various in-house systems to identify information relevant to complaints and matters.
- Provide direct client responses to resolve complaints where possible at first contact, and deliver updates, guidance and correspondence on investigation progress, outcomes and review options.
- Prepare a chronology to understand the history of a complaint or matter and identify relevant information for the delegate or investigating officer to consider.
- Liaise with managers, directors and other stakeholders to provide specialist advice, support investigating officers, and maintain strong relationships that enable effective complaint management and information sharing.
- Receive calls on the complaint phoneline, keep records of conversations and respond to enquiries and escalated calls.
- Liaise with clients using a trauma informed approach and attempt to de-escalate challenging behaviours.
- Update the complaints management system and complete an incident notification form when a complaint is escalated, or the client presents with challenging or threatening behaviour.
- Help download data and prepare briefing notes and reports about complaints for review by the Coordinator Complaints or senior management.
- Contribute to complaints process improvements and changes in policies and procedures to support cultural shifts and best practice.
- Contribute to training about the complaints process by assisting with the development and delivery of training materials.
- Help other members of the Governance Unit with activities as required.
The ideal applicant will be someone who has the following capabilities:
- You have experience handling complaints and challenging client matters in a trauma informed way.
- You can work independently and manage time constraints and competing demands to meet deadlines.
- You communicate effectively with stakeholders, are credible, can influence others to achieve results and prepare written material in a clear, concise and articulate manner.
Legal Aid Queensland applies the Leadership competencies for Queensland . We recognise that leadership is a part of every role regardless of classification level or management responsibilities. This role is mapped to the “Individual Contributor” profile. The competencies most relevant to this role are:
- Results- You build and sustain positive relationships.
- Results- You are accountable for providing quality services and pursue continuous improvement in your work and outcomes.
- Vision- You demonstrate integrity in decision making and use judgement to escalate issues when required.
- Vision- You demonstrate resilience, flexibility and embrace change.
- 36.25 hrs per week (full time hours)
- Generous salary packaging
- 12.75% employer super contributions
- Flexible working hours
- Study leave for approved work-related courses
21 Jan 2026;
from:
linkedin.com