Principal Advisor Compliments & Complaints

Queensland Ambulance Service; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Queensland Ambulance Service in Brisbane seeks a Principal Advisor to lead the management and evaluation of compliments, complaints, and feedback within the Compliments and Complaints Unit. You will provide expert advice and training on best-practice complaints management and support improvements to operational processes that enhance efficiency and accountability.

The role requires strategic advisory capability, governance development, and strong stakeholder engagement to promote fair and

Qualifications

• Demonstrated ability to provide high-level strategic advice on complaints management and related policy development.
• Experience in governance arrangements for corporate support functions including complaints management.

Responsibilities

• Lead management and comprehensive assessment of compliments, complaints, and feedback.
• Provide specialist advice and training on best practice complaints management.
• Support improvements to operational processes to improve complaints management.

Skills

Strategic advice

Governance implementation

Stakeholder relationships

Analytical problem solving

Communication with influence

Diversity & inclusion

Job description

Principal Advisor Compliments & Complaints

The Compliments and Complaints Unit (CCU), within the Office of the Medical Director, ensures the effectiveness of the complaints management system using a task, support, and report model.

The Principal Advisor leads the management and comprehensive assessment of all compliments, complaints, and feedback. The role provides specialist advice and training in relation to best practice complaints management and provides advisory support for improvements to operational processes that will achieve effective and efficient complaints management practice.

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Demonstrated achievement in providing high level strategic advice and consultancy and support services regarding complaints management matters; including legislative frameworks, policy development and emerging trends and issues within the public sector.
• Proven success in the development and implementation of practical, efficient, and effective governance arrangements in respect to a range of corporate support functions, including complaints management and policy development.
• Demonstrated innovative and analytical problem-solving skills, with a flexible and agile approach in a complex, rapidly changing and sensitive organisational environment.
• Proven ability to build and maintain productive relationships with clients and stakeholders and communicate with influence to achieve organisational objectives.
• Demonstrated commitment to implement practices which promote a fair and ethical workplace, employment equity, cultural diversity and occupational health and safety.

Mandatory/Special conditions/Other requirements

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• Whilst not mandatory, experience in a similar role and/or practical application of Section 264 of the Public Sector Act 2022, the Australian Standard AS 10002:2022 Guidelines for complaint management in organizations, and the Human Rights Act 2019 is highly desirable.

Applications to remain current for 12 months.