Complaint Investigation jobs

Your Key responsibilities:
Lead and manage relationships between Payroll Transactional Services and its customers, ensuring a strategic, state-wide 'Customers First' approach to service delivery.
Provide leadership to the Customer Connect team in the investigation and resolution of complex payroll-related complaints, ensuring high-quality outcomes and compliance with organisational standards.
Develop and implement a customer service strategy and framework to embed the customer service principles and culture throughout Payroll Services, including coordinating customer service training and developing practical tools, such as conversation guides.

Role fit

The essential requirements for this role are:
Exceptional leadership and change management skills, with the ability to drive positive customer service and complaints management outcomes in a complex service delivery environment.
Proven experience in customer service management and complaints case management, including the development and implementation of service improvement and delivery frameworks.
Highly developed communication and interpersonal skills, including advanced negotiation, consultation, facilitation and the ability to deliver clear and effective written and verbal communications in a complex customer service and complaint management environment.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes:

Competitive salaries

12.75% superannuation
17.5% leave loading

Employee wellbeing

38 hour full time work week
Access to 24/7 confidential employee support providers and counsellors including for immediate family members
Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.

Professional development

Career progression with more than 300 diverse career pathways and career support to take you further!
Access to a variety of programs and initiatives to support training and career growth.
Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.

Ready to apply?

For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.