Manager Service Quality - Flexible

Overview

We are seeking a Manager, Service Quality to manage sensitive cases and service complaints, with a strong focus on mediation and coordination of both reactive and proactive investigations. This role involves preparing detailed reports and arranging expert assessments or determinations on complex technical matters. The successful candidate will play a key role in enhancing the QBCC Customer Feedback framework by developing and implementing systems, policies, and procedures that improve transparency and efficiency. Building strong relationships across QBCC will be essential to drive continuous improvement and deliver high‑quality outcomes for our customers. The role can be performed flexibly from either Brisbane or one of our regional centres, subject to office availability. Please note : the QBCC Brisbane office will be relocating from West End to the Brisbane CBD at the end of 2025.

Key Accountabilities

• Develop processes and systems to manage sensitive cases and service complaints to ensure cases are resolved quickly, fairly and transparently for both internal and external customers, in line with the QBCC Customer Feedback Framework.
• Develop strong partnerships within the QBCC operational areas to ensure that service complaints are correctly allocated and that business areas meet the required response times, liaising between business units where cases require responses from multiple business units.
• Administer and interpret the provisions of the Queensland Building and Construction Commission Act 1991, Queensland Building and Construction Commission Regulation 2003 and Building Act 1975, including issuing directions to undertake disciplinary action against licensees.
• Provide high‑level operational advice into the development of the Salesforce platform to improve both internal and external customer service and increasing access to customers through digital channels and manage the associated change.
• Build organisational capability and responsiveness by reviewing and reporting on resolution services data and undertaking broader systemic related research, including the preparation of briefs, reports and responses to requests for information.
• Lead, cultivate, manage and sustain positive working relationships through effective communication with executives, key influencers, team members and stakeholders, including industry associations and other relevant government and non‑government agencies, by being proactively responsive to customer and stakeholder needs and expectations.

Benefits

How To Apply

To apply for this exciting opportunity, please submit your resume and capability statement (maximum 2 pages) outlining your skills and experience aligned to this position.

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