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    Principal Resolution Officer - Brisbane City, Australia - The State of Queensland

    The State of Queensland
    The State of Queensland Brisbane City, Australia

    2 weeks ago

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    Description

    The purpose of the position is to undertake case management of difficult and/or sensitive defective or incomplete building work insurance claims, as well as provide mentoring and coaching of claims approval staff in the management of defective or incomplete building work insurance claims.

    This position is based in Brisbane and flexible arrangements can be considered upon application, including working remotely at a Regional QBCC office subject to availability.

    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;
      • Provide advice and feedback to staff with a focus on good decision making and the interpretation and application of legislation;
      • 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.

    Candidate Attributes

    • 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.

    To apply for this opportunity, please submit your resume and a statement of suitability (maximum of 2 pages) outlining your skills and experience relevant to this role.

    Further information

    We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

    Documents

    Before applying for this vacancy please ensure you read the documents below.

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    We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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