Senior Mediation and Conciliation Officer

Queensland Building & Construction Commission; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Queensland Building & Construction Commission – Brisbane QLD is seeking a Senior Mediation and Conciliation Officer to lead end-to-end case management of complaints about defective building work. You will coordinate mediation and conciliation with approved conciliators, maintain clear case notes and deliver fair customer‑focused outcomes.

Based in Brisbane with flexible work from home options, regular in-person attendance at the Brisbane office is mandatory.

Qualifications

• Experience in facilitative dispute resolution case management and service delivery.
• Ability to manage a caseload and competing priorities.
• Excellent written and verbal communication and confidentiality.

Responsibilities

• Assess complaints about defective building work and coordinate mediation with approved conciliators.
• Provide end-to-end case management through to resolution and maintain intake conversations.
• Maintain effective case notes and documentation; suggest process improvements and mentor team members.

Skills

Dispute resolution

Case management

Communication skills

Conflict resolution

Stakeholder engagement

Tools

MS Office

Salesforce

Build

Job description

Senior Mediation and Conciliation Officer

Queensland Building & Construction Commission – Brisbane QLD

Join the QBCC as a Senior Mediation and Conciliation Officer and help homeowners and licensees work towards practical resolutions to complaints about defective building work. Bring your case management and dispute resolution experience to a role where your communication skills, sound judgement and ability to work sensitively with people in conflict will make a genuine difference.

About the role

As the Senior Mediation and Conciliation Officer, you will assess complaints about defective building work, engaging with homeowners and QBCC licensees, and coordinating mediation and conciliation service delivery with approved conciliators. You will provide end-to-end case management, managing cases through to resolution, including suitability assessments, initial client calls and intake conversations. You will work collaboratively as part of a case management team to deliver integrated Mediation and Conciliation services to deliver fair and professional customer‑focused outcomes. Whilst adhering to unit policies and procedures, you'll maintain effective case notes, documentation and case‑related correspondence, suggesting ways to improve procedures, service delivery and customer outcomes. Through guidance and mentoring, you'll also provide advice and support to other members of the Mediation and Conciliation team.

This position is based inBrisbane. While the role allows for flexibility in working from home, regular in‑person attendance at the Brisbane office is a mandatory requirement.

Please refer to the Position Description for a full list of key role responsibilities and suitability requirements.

About you

You are an experienced case management professional who can remain calm, impartial and organised when working with people involved in challenging or sensitive disputes. You communicate clearly, listen carefully and can explain processes and information in a way that is easy to understand. You understand the importance of confidentiality, privacy, accurate documentation and ethical decision‑making, and are committed to reviewing your practice and making improvements.

To succeed in this role, you will bring:

• excellent written and verbal communication skills, including the ability to engage members of the public experiencing conflict and disputes with a responsive, respectful approach to diverse needs
• high‑level knowledge and experience in facilitative dispute resolution (mediation and/or conciliation) case management and service delivery
• the ability to manage competing priorities and progress a caseload
• the ability to manage, and be the first point of escalation for, contentious, sensitive or complex cases
• advanced expertise in interpreting and applying building industry legislation and policy, and in educating diverse customers and stakeholders
• strong documentation skills, including accurate case notes and correspondence that support record‑keeping obligations
• experience with information systems and customer relationship platforms (e.g. MS Office, Salesforce, Build or similar)
• the ability to work collaboratively, share knowledge and support team members

Experience working in a public sector case management environment or within a busy mediation and conciliation service will be highly regarded.

A qualification or accreditation in facilitative mediation practice, such as accreditation under the Australian Mediator and Dispute Resolution Accreditation Standards, is desirable but not mandatory.