A06 Senior Complaints and Client Engagement Officer

We are currently assisting our client to fill 2x 6 month contract opportunities, within a small commission dedicated to protecting the needs and rights of vulnerable populations across Queensland. As a Senior Complaints and Client Engagement Officer, you will play a pivotal role in supporting individuals navigating the criminal justice process, ensuring their voices are heard and their rights upheld. You will be part of a small, dedicated team that values diversity, equity, and inclusion, working collaboratively to identify systemic issues and drive meaningful change.

What you'll do:

As a Senior Complaints and Client Engagement Officer you will be entrusted with handling sensitive enquiries with empathy and professionalism. Your day-to-day activities will involve managing complex complaints under new legislation, requiring careful analysis of each case’s context, and liaising closely with both internal colleagues and external partners such as government agencies or support services. You will play an integral role in recording data accurately within case management systems while also contributing insights that help identify patterns or systemic barriers. Your ability to communicate effectively, both verbally when engaging with vulnerable individuals and in writing when preparing reports or recommendations will be crucial. Success in this position means not only resolving individual cases but also helping shape broader reforms that improve outcomes across Queensland’s justice system. You’ll collaborate within a multidisciplinary team that values shared learning and mutual support while upholding strict confidentiality standards due to the challenging content encountered.

• Respond sensitively to verbal and written feedback and enquiries, providing clear information and warm referrals to appropriate support services.
• Manage complaints under relevant legislation by identifying engaged Charter Rights, assessing involved entities, determining suitable pathways for resolution, and making preliminary enquiries as needed.
• Escalate complex complaints appropriately to ensure timely resolution while maintaining open communication with stakeholders throughout the process.
• Draft detailed responses and recommendations for consideration by senior leadership, ensuring all correspondence is accurate, empathetic, and aligned with legislative requirements.
• Accurately record all complaints, feedback, and enquiries in the Information Case Management System while assisting in identifying broader systemic issues affecting access to support.
• Consult with government agencies, non-government organisations, community members—including those with lived experience—and other stakeholders on matters impacting rights.
• Contribute actively to ongoing projects or initiatives within the organisation as directed, demonstrating flexibility and a willingness to share knowledge across teams.
• Operate with utmost confidentiality in all aspects of your work due to the sensitive nature of information handled daily.
• Support good governance practices by participating as an engaged member of the team and fostering a positive, inclusive organisational culture.

What you bring:

To excel as a Senior Complaints and Client Engagement Officer, you will bring proven experience working in roles requiring high levels of emotional intelligence, particularly those involving direct client contact within legal, social services, or advocacy settings. Your background demonstrates not only technical proficiency but also genuine empathy for individuals affected by trauma. You possess strong analytical abilities that allow you to navigate complex regulatory frameworks while remaining attuned to the human impact behind every case file. Your interpersonal skills foster trust among clients from diverse backgrounds; you are adept at building rapport quickly yet respectfully. In addition to your communication strengths—both written and verbal—you are comfortable using digital tools for efficient case management. Above all else, your personal resilience equips you to handle challenging subject matter without compromising your own wellbeing or professional integrity. This role suits someone who thrives on collaboration yet can exercise sound judgement independently when required.

• Demonstrated ability to analyse complex matters thoroughly, make well-considered recommendations regarding complaint resolution pathways, and consistently meet deadlines even when navigating sensitive situations.
• Proven problem-solving skills with an aptitude for investigating options for resolving complaints while recognising when referral or escalation is necessary for optimal outcomes.
• Highly developed oral and written communication skills including active listening; you can prepare concise reports, briefs, or correspondence on intricate topics tailored for diverse audiences.
• Capacity to work both independently and collaboratively within a team environment; you proactively contribute ideas while respecting others’ perspectives.
• Experience applying trauma-informed approaches when interacting with people
• Familiarity with relevant legislation (or ability to quickly acquire such knowledge), particularly within Queensland’s criminal justice system.
• Competence using Microsoft Office programs (including SharePoint) for documentation, reporting, and case management purposes.
• Commitment to maintaining strict confidentiality at all times given exposure to highly sensitive material involving distressing events or behaviours.
• Personal resilience supported by effective coping strategies that enable sustained performance in environments where vicarious trauma may occur.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Madeline Wyld on 61 7 3032 2213 for a confidential discussion.