Principal Advisor, Regional Services - South East Region

Queensland Government; Gold Coast City; On-site; AUD 100,000 - 120,000; Full time

Job summary

A state government department in Queensland seeks a Principal Advisor, Regional Services to lead their Information and Complaints Unit. The role involves overseeing complaint management, offering expert advice to regional leaders, and ensuring compliance with policies. The ideal candidate is a proven leader with excellent communication skills and a commitment to positive outcomes for students and families. Benefits include a supportive environment and flexible work arrangements.

Benefits

12.5% superannuation

Modern office facility

Flexible work arrangements

Access to Fitness Passport

Employee assistance program

Qualifications

• Proven ability to lead, develop, and inspire a team.
• Strong interpersonal and communication skills.
• Understanding of policy, procedure, and complaint management.

Responsibilities

• Oversee the regional Information and Complaints team.
• Provide strategic and operational guidance.
• Ensure compliance with complaints management policy.

Skills

Leadership Excellence

Exceptional Communication

Policy and Governance Expertise

Commitment to Outcomes

Job description

Are you a leader of people, committed to supporting and developing a dedicated team and promoting excellence in customer service?

Do you thrive in a dynamic and fast-paced environment where your exceptional communication skills, emotional intelligence, operational expertise and commitment to complaint resolution can make a real difference to students, families and schools?

The South East Region is looking for a Principal Advisor, Regional Services to lead our Information and Complaints Unit until 28 June 2026, unless otherwise determined.

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.

About The Role

Reporting to the Director, Education Services, South East Region, this pivotal role will see you leading a team to deliver exceptional customer complaint management and support for schools. As the Principal Advisor Regional Services, you will:

• Lead and Manage: Oversee the regional Information and Complaints team, ensuring timely and effective resolution of customer complaints and coordination of regional correspondence.
• Provide Expert Advice: Offer strategic and operational guidance to regional leaders on legislative, policy, and procedural matters.
• Governance Oversight: Ensure compliance with the Department's Customer Complaints Management policy and procedure, including reporting and records management.
• Support Quality Systems: Maintain robust systems and governance processes for managing complaints, appeals, and high-level correspondence.
• Collaborate Effectively: Build strong relationships with state schools, key partners, central office colleagues and stakeholders to foster collaboration and achieve shared goals.

About You

We are seeking a motivated and experienced professional who embodies the following attributes:

• Leadership Excellence: Proven ability to lead, develop, and inspire a team to achieve outstanding results.
• Exceptional Communication: Strong interpersonal and communication skills with a solutions-focused mindset.
• Policy and Governance Expertise: A deep understanding of policy, procedure, and complaint management processes, or an ability to rapidly build this knowledge.
• Commitment to Outcomes: A dedication to delivering the best possible outcomes for students, families, and school communities.

Why Join Us?

This is your opportunity to make a meaningful impact on the education sector in Queensland. You will work in a supportive and collaborative environment where your expertise and leadership will be valued and recognised.

The department also offers a range of benefits, including 12.5% superannuation, a modern office facility on the northern Gold Coast, an employee assistance program, Fitness Passport, access to flexible work arrangements and the ability to access accumulated days off.

Interested? To Apply:

Submit a current resume (maximum 3 pages), including contact details for two referees (one of whom should be your current supervisor).

• Attach a cover letter (no more than 2 pages) telling us why you are interested in this role.
• This should not be a re-statement of your resume but an opportunity to tell us about yourself, your transferable skills and experience, including what you will bring to the role and what you hope to get out of it.

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.

Occupational group Education & Training