Assessment Officer (4 roles available)

Queensland Government; Brisbane; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

Queensland Government is seeking an Assessment Officer to investigate and assess claims under the Queensland Home Warranty Scheme. You will apply relevant legislation and policies to determine customer entitlements while managing an ongoing caseload and providing clear recommendations to homeowners and service providers.

Collaborating with technical and legal specialists, you will support fair, timely, and well-informed outcomes in a dynamic regulatory environment.

Qualifications

• Experience in insurance claims within the building and construction industry is highly regarded.
• Ability to interpret legislation, policies and procedures within the regulatory environment.
• Ability to manage competing priorities and communicate complex information clearly.

Responsibilities

• Investigate and assess claims under the Queensland Home Warranty Scheme.
• Apply relevant legislation, policies and processes to determine customer entitlements.
• Manage an ongoing caseload and provide clear recommendations to stakeholders.
• Communicate with homeowners and service providers and collaborate with specialists to support fair outcomes.

Skills

Investigative skills

Analytical thinking

Communication with homeowners

Decision making

Policy interpretation

Job description

These roles can be performed from any of our regional offices - Cairns, Townsville, Mackay, Rockhampton, Maryborough, Sunshine Coast, Toowoomba, Gold Coast (subject to availability) or Brisbane.Applicants wishing to work from a location other than Brisbane will be required to apply for a Flexible Work Arrangement.About QBCCAs Queensland's independent building and construction regulator, we play a critical role in protecting people, supporting industry and building trust in a system that touches every part of our community, from safe homes and liveable communities to jobs and economic security. We support a $69 billion industry by protecting consumers, ensuring the industry is well supported, providing a safety net through the Home Warranty Scheme, and proactively delivering education.A thriving building and construction industry benefits us all. But it only works when people feel informed, enabled and protected. That's where we come in.We support industry, protect consumers and uphold standards. We make fair and transparent decisions, deliver services that build trust, and support a strong, sustainable industry.About the roleAs an Assessment Officer, you will investigate and assess claims under the Queensland Home Warranty Scheme, applying relevant legislation, policies and processes to determine customer entitlements. You will manage an ongoing caseload, provide clear recommendations, communicate with homeowners and service providers, and collaborate with technical and legal specialists to support fair, timely and well-informed outcomes.About youYou are an organised and analytical professional with strong investigative, problem-solving and decision-making skills. You can interpret and apply legislative and business frameworks, manage competing priorities and communicate complex information clearly. You exercise sound judgement and contribute positively to team outcomes and continuous improvement. Experience in insurance claims within the building and construction industry will be highly regarded.Resilient and composed, you can confidently navigate challenging conversations, manage difficult customer interactions with empathy and professionalism, and remain focused in sensitive or high-pressure situations.How to applyEnsure you read the attached position description, then submit your resume and cover letter (maximum 2 pages)Please ensure your cover letter addresses the following questions:Resilience and complex customer mattersDescribe a time you managed a complex or sensitive matter involving a difficult client or stakeholder. How did you remain resilient, professional and focused on achieving an appropriate outcome?Legislation and decision-makingProvide an example of when you interpreted and applied legislation, policy or a regulatory framework to assess information and make a decision. What factors did you consider, and how did you ensure your decision was fair and defensible?Analytical and problem-solving skillsTell us about a time you analysed a complex issue, claim, complaint or case file. How did you identify the key issues, assess the available information and determine the best course of action?ScenarioYou are managing a claim where the available information is incomplete, the customer is becoming increasingly frustrated, and there is pressure from multiple stakeholders to progress the matter quickly. After reviewing the information, you identify that the decision may not be the outcome the customer is expecting.Question:Describe how you would manage this situation. In your response, outline how you would:remain resilient and professional when dealing with pressure, conflict or dissatisfactionassess the available information and identify what further information may be requiredapply relevant legislation, policies or procedures to support your decision-makingbalance customer expectations with the need to make a fair, transparent and defensible decisioncommunicate the decision clearly and respectfullymanage stakeholder relationships while maintaining integrity and accountabilityPlease note: if you progress to the next stage you will be sent a link to complete an online aptitude assessment, this must be completed in 48 hours of receipt of the link.This work is licensed under a Creative Commons Attribution 3.0 Australia License.