Manager Complaints Implementation

Description:

QRIDA is seeking a Manager Complaints Implementation, who will provide leadership and management in client complaints management including provide timely, specialist complaint handling, assessment, resolution and operational expertise in accordance with the QRIDA Complaints Management Framework.

Some Of The Key Responsibilities Of This Role Include

• Manage the complaints management process for QRIDA, including contributing towards ccontinuous improvement initiatives and improving system controls.
• Conduct investigations that have been escalated of a more complex nature, including reviews of loan and grant decisions (eligible and ineligible applications) to ensure that policies and procedures are followed consistently.
• Oversee the coordination and communication of all outcomes ensuring all decisions are evidence based, procedurally sound and all outcomes are appropriately communicated within agreed timeframes.
• Oversee the collection, analysis and interpretation of data for reporting purposes to identify key emerging issues and trends in regulatory compliance, investigations and reviews, and align resources to meet current and future demands.
• Coordinate and collaborate with the reporting team complaints and fraud reporting including CEO and Board of Directors reports, and Ministerials as applicable.
  
  
  

For a full description of the key responsibilities, please refer to the role description attached.

Working at QRIDA

Joining our passionate team means an opportunity to learn, further your career, have your ideas heard and make a difference for rural and regional Queenslanders every day.

Staff Have Access To

• Salary Packaging, 12.75% super and leave loading
• Flexible working arrangements including balancing of in office/working from home arrangements
• Career and Performance Development Planning with the focus on setting of goals and career development
• Learning & Development including access to the QRIDA Aspire Scheme
• Employee assistance and benefits programs including access to Rewards Gateway (after meeting eligibility requirements)
  
  
  

QRIDA is a small organisation of just over two hundred employees. We value diversity in our community and work hard to foster an environment of inclusivity and trust.

Our Role and Purpose

The Queensland Rural and Industry Development Authority (QRIDA) is a specialist provider of government financial and advisory support to rural and regional Queensland.

As a statutory body of the Queensland Government we have been helping primary producers and industry recover from natural disaster, improve sustainability and profitability, make a start in business, and overcome difficult conditions, for over 30 years.

As the Queensland Government's experts in rural finance, we also administer the State Government's Farm Business Debt Mediation program, the Farm Debt Reconstruction Office, conduct a biennial Rural Debt Survey, undertake research and provide advice to the Minister for Agricultural Industry Development and Fisheries and Minister for Rural Communities.

QRIDA is empowered under the Rural and Regional Adjustment Act 1994 to deliver additional programs and services across a range of industry sectors and to local, state and territory governments throughout Australia and for the Australian Government.

We're committed to do more to be a proactive, responsible and reliable provider of financial management services and assistance to create sustainable rural communities.

To see what we are working on now visit our website at www.qrida.qld.gov.au

Occupational group Management