Troocoo are currently seeking an experienced Senior Policy and Procedure Officer advisor to join a high-impact policy and improvement team within the justice system, helping shape how complaints management and operational policy is delivered across Queensland’s tribunal services. About the Role As a Senior Policy and Procedure Officer, you will play a key role in strengthening and improving the department’s operational policies and complaints management framework. You’ll work with stakeholders across the justice system to ensure processes are efficient, transparent, accessible, and aligned with best practice. You’ll combine research, analysis, and stakeholder engagement to identify systemic issues, improve workflows, and deliver practical policy solutions that enhance service delivery and support continuous improvement. Key Responsibilities In this role, you will: Review, develop, and improve operational policies and procedures across tribunal registry services Design new policy frameworks in collaboration with subject matter experts Analyse complaints trends and system performance data to identify improvements Produce clear communications, briefs, and procedural guidance for staff Contribute to reporting for senior leadership and governance forums Support training and capability-building across complaints handling practices Engage with internal and external stakeholders across justice and government networks About You You are a strong communicator and analytical thinker who thrives in a complex, fast-paced environment. You bring: Experience in policy, procedure, or service improvement roles Strong skills in research, writing, and stakeholder engagement Ability to analyse data and translate insights into practical improvements Understanding of complaints handling frameworks or justice/court environments Confidence delivering training, guidance, and clear documentation A collaborative approach and commitment to equity, diversity, and inclusion You’ll be part of a transformative environment within the Queensland tribunal system, contributing to meaningful improvements in how justice services are delivered across Queensland. This is a chance to: Influence systems that impact real community outcomes Drive continuous improvement in complaints management and policy design Work closely with senior leaders and multidisciplinary teams Be part of a modernising, purpose-driven justice organisation If you are interested in this role please reach out to alison.detaille@troocoo.com or apply below.
