Principal Resolution Officer - Brisbane, Australia - Queensland Building and Construction Commission

Queensland Building and Construction Commission

Verified Company

Brisbane, Australia

5 days ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Key Outcomes and Accountabilities

The aim of this role is to:

Assist the Senior Lead, Claims Approval, in managing the day-to-day operations of the team

This will include:

Assisting in monitoring and reporting on team and case management performance;
Assisting the Senior Lead to ensure staff are provided with appropriate guidance, training, support and assistance;
Undertake peer reviews in order to meet Quality Assurance framework objectives;
On approval from Senior Lead or Manager, Claims Approval, administer external service provider arrangements including expert technical and legal service providers.
Manage complex and/or sensitive cases, home warranty insurance claims at the direction of the Senior Lead or Manager, Claims Approval Resolution Services.
Assist the Senior Lead or Manager, Claims Approval and Manager Rectification Delivery to resolve customer or Service Provider complaints or complex issues.
Cultivate relationships with stakeholders and partnership approaches to achieving QBCC's aims.
Contribute to the ongoing review and development of Claims Approval, operation and performance under the project and program of works.
Represent QBCC in promotional and educational activities and before the tribunal and courts.
Demonstrated ability to undertake management and resolution of complex or contentious case management. Takes personal responsibility for meeting objectives and progressing work.
Ability to interpret and provide advice on legislation, policies and procedures in relation to Home Warranty Insurance Claims especially related to complex and sensitive cases.
Manage relationships, stakeholder partnerships and problem solve to achieve innovation and deliver and promote quality customer service.
Responds in a positive and flexible manner to change. Shares information with others and adapts to a changing environment.