This is a Operations Manager, Complaints role with Queensland Government based in Brisbane, QLD, AU Queensland Government Role Seniority - mid level More about the Operations Manager, Complaints role at Queensland Government The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services. 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. Occupational group Customer Service/Call centre Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Queensland Government team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading the CCMO team Overseeing customer complaints management Building relationships with government agencies Key Strengths Leadership Analytical skills ️ Communication skills Project management ️ Interagency collaboration Customer experience insights A Final Note: This is a role with Queensland Government not with Hatch.
