Complaints Officer

Responsibilities

• ● QRIDA is seeking an experienced and proven performer in the delivery of consistent and fair handling of client complaints related to organisational dealings and to assist in the management of client complaints lodged, ensuring consistency in the decisioning of applications for government financial assistance in accordance with organisational Complaints Management Framework and relevant scheme specific guidelines. For the full selection criteria, please refer to the role description attached.
• ● As the Complaints Officer, some of your responsibilities and duties undertaken will include but are not limited to:
• ● Record all complaints and status of investigations; ensuring that all complaints received are addressed promptly and effectively.
• ● Conduct thorough investigations into complaints, gathering necessary information and evidence to make informed recommendations.
• ● Coordinate with the reporting team to prepare complaints reporting.
• ● Support development and maintenance of policies and procedures for the assessment and on-going management of loans and grants administered by QRIDA.
• ● For a full description of the key responsibilities, please refer to the role description attached.
• ● Working at QRIDA
• ● Joining our passionate team means an opportunity to learn, further your career, have your ideas heard and make a difference for rural and regional Queenslanders every day.
• ● Staff Have Access To
• ● Salary Packaging, 12.75% super and leave loading
• ● Flexible working arrangements including balancing of in office/working from home arrangements
• ● Employee Performance and Development
• ● Learning & Development including access to the QRIDA Aspire Scheme
• ● Employee assistance and benefits programs including access to Rewards Gateway (after meeting eligibility requirements)
• ● QRIDA is a small organisation of just over two hundred employees. We value diversity in our community and work hard to foster an environment of inclusivity and trust.
• ● Our Role and Purpose
• ● The Queensland Rural and Industry Development Authority (QRIDA) is a specialist provider of government financial and advisory support to rural and regional Queensland.
• ● As a statutory body of the Queensland Government we have been helping primary producers and industry recover from natural disaster, improve sustainability and profitability, make a start in business, and overcome difficult conditions, for over 30 years.
• ● As the Queensland Government's experts in rural finance, we also administer the State Government's Farm Business Debt Mediation program, the Farm Debt Reconstruction Office, conduct a biennial Rural Debt Survey, undertake research and provide advice to the Minister for Agricultural Industry Development and Fisheries and Minister for Rural Communities.