As the Operations Manager, Complaints, you will:- Lead the Complaints Clearing House Management Office (CCMO) team and manage day to day workflow, quality, staff capability, coaching and escalation handling.- Oversee the receival, triage and assessment of customer complaints in line with the Queensland Public Service Customer Complaints Management Framework and Guideline.- Manage sensitive and complex matters and provide clear direction to staff on consistent decision making.- Build and maintain strong working relationships with government agencies to support consistent practice and smooth referral processes.- Support uplift in agency capability by working with departments on trends, issues, customer experience insights and opportunities for improvement.- Identify operational improvement opportunities and guide the development and refinement of standard operating procedures, processes and tools.- Contribute to the development and rollout of systems, technology and reporting improvements that support CCMO operations.- Prepare clear and accurate reports, briefings and analysis on complaints, trends and insights for senior leadership.- Support governance arrangements for the CCMO including interagency forums and reporting obligations.- Provide support and advice to the Director and other senior leaders as required.- Work with project teams an agency partners to ensure successful implementation and ongoing maturation of the CCMO model. Applications will remain current for 12 months.
