Complaints Officer

Role Overview

The Queensland Rural and Industry Development Authority (QRIDA) is seeking a skilled and dedicated Complaints Officer to manage and resolve client complaints related to organizational operations. This role emphasizes consistent, fair complaint handling in line with the organisational Complaints Management Framework and specific scheme guidelines.

Key Responsibilities

• Maintain accurate records of complaints and track the progress of investigations ensuring prompt and effective resolution.
• Carry out in-depth investigations into complaints, collecting essential facts and evidence to support sound recommendations.
• Collaborate with reporting teams to prepare comprehensive complaints reports.
• Contribute to the creation and upkeep of policies and procedures regarding the evaluation and ongoing management of loans and grants administered by QRIDA.

About QRIDA

QRIDA is a statutory Queensland Government entity providing expert financial and advisory services to rural and regional communities for over 30 years. The organization supports primary producers and industries through disaster recovery, sustainability initiatives, business startups, and overcoming challenges. QRIDA also administers several government programs including Farm Business Debt Mediation and Farm Debt Reconstruction, together with conducting rural research and advisory activities.

Work Environment and Benefits

• Access to salary packaging, enhanced superannuation contributions at 12.75%, and leave loading.
• Flexible working arrangements blending office and home-based work to suit individual needs.
• Opportunities for career development through Employee Performance and Development programs and QRIDA Aspire learning schemes.
• Employee assistance services and access to benefits programs like Rewards Gateway, subject to eligibility.

Organizational Culture

QRIDA fosters a welcoming workplace emphasizing diversity, inclusivity, and mutual trust with a team just over 200 employees dedicated to supporting sustainable rural Queensland communities.