Description:
The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.As The Complaints And Information Officer, You Will
- Receive, triage and assess escalated or complex complaints in line with the Customer Complaints Management Framework.
- Support the CCMO team by providing advice on complaint handling and correct referral pathways.
- Act as a point of escalation, ensuring complex matters are managed promptly, fairly and consistently.
- Provide coaching, training and day to day support to the Complaints Assessment officers to strengthen capability and ensure consistent practice.
- Assist the Operations Manager with workflow management and quality monitoring, including identifying emerging issues or areas for further training.
- Work with agency contacts to clarify complaint matters, support consistent referral practice and resolve operational issues.
- Maintain productive relationships with internal and external partners to support effective complaint handling across government.
- Contribute to the development, review and improvement of procedures, tools and training materials that support the CCMO operating model.
- Support project and change activities, including providing insight into operational impacts, pain points and opportunities for improvement.
- Assist with gathering complaint data, identifying trends and preparing operational insights to inform the AO7 and broader reporting.
Occupational group Administration
26 Feb 2026;
from:
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