Senior Complaints and Information Officer - Darling Downs South West Region

Permanent job recruited via Department of Education and Training (Queensland) (Brisbane, Queensland, Australia)

Job Reference QLD/DSR669350/25P

Closing date November 19, 2025

Location Darling Downs - Maranoa,Toowoomba region

Status Permanent

Contact 0428 104 864

About this job

About the Department of Education:

Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us.

About the Role:

As the Senior Complaints and Information Officer, you will:

• Prepare correspondence, briefs, reports and other material in response to enquiries, complaints and appeals to support the Regional Director to exercise legislated decision making in line with delegated responsibilities.
• Establish and maintain strong working relationships and networks with internal and external stakeholders to ensure the delivery of exemplary customer service and the achievement of results.

Responsibilities Include:

• Develop responses to a range of enquiries, complaints, appeals and matters which are brought to the attention of the Minister, Director-General, Regional Director and other senior executive officers.
• Coordinate information required by the Regional Director, including briefings and reports and maintain high quality record keeping, data analysis and confidentiality.
• Undertake research, analysis, monitoring, review and evaluation of ministerial and executive correspondence and complaints to ensure outcomes are achieved within set timeframes.
• Provide authoritative timely advice to the Director, Education Services and other senior officers on matters relating to legislation, departmental policy and procedure.
• Establish and maintain relationships with colleagues within the department, business units, and schools.
• Provide high quality and responsive service delivery to customers and stakeholders.
• Respond to change and challenges with innovative solutions to achieve regional objectives.
• Monitor the workflow and workload management of staff and participate in staff training, appraisal and development.
• Supervise a team to ensure that stakeholder engagement is managed in accordance with policy and procedure.

Interested? To Apply:

• Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history);
• Attach a 2-page written statement in response to the attached role description.

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.

Application Downloads

URL Applicant Information Package.pdf

URL DSR669350_25P - Role Description.pdf

Apply now