Senior Mediation & Conciliation Lead - Case Management

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

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.