Principal Resolution Officer

QBCC are seeking an experienced, self-driven and capable senior claims specialist with leadership qualities. You will provide expert management of complex claims, as well as high level advice to homeowners, licensees and service providers about the Queensland Home Warranty Scheme. You will report to a Senior Lead and support and mentor a team to deliver high quality, fair and timely outcomes in accordance with legislation, policy, and QBCC values. This role requires strong case management, prioritisation and decision-making capabilities, demonstrated ability to make and deliver reviewable decisions, and the ability to represent the organisation in external review jurisdictions, including QCAT.

In This Role, You Will

• Lead and oversee the assessment and determination of complex claims, ensuring decisions are lawful, evidence‑based, and review‑ready
• Provide coaching, mentoring, and professional guidance to staff to build capability and support continuous improvement
• Conduct peer reviews and quality assurance activities to ensure accuracy, consistency, and compliance with legislation and policy
• Prepare for and attend QCAT hearings and other external reviews, including liaising with legal and policy stakeholders as required
• Provide excellent customer service and manage challenging and emotive customer interactions with professionalism, resilience and a strong commitment to procedural fairness
• Set clear performance expectations, monitor workloads, and ensure delivery against KPIs, service standards, and statutory timeframes
• Model and promote a positive, inclusive, and accountable team culture aligned with public sector values

Essential Skills

To be successful, you will demonstrate:

• Highly developed written and verbal communication skills
• Strong case management and analytical and problem-solving capability
• Proven experience interpreting and applying complex legislation and policy
• Ability to communicate and collaborate effectively with internal and external stakeholders
• Sound negotiation skills and the ability to manage expectations
• Capability to manage competing priorities and work within agreed deadlines and KPIs in a high-pressure environment

Desirable

• Experience in administrative decision-making

How To Apply

Refer to the attached position description, then submit your resume and cover letter (maximum 2 pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. Please provide relevant examples to demonstrate your understanding of the key skills and attributes for this position. This should not be a repeat of your resume and is your opportunity to tell us how you meet the required competencies, key outcomes/accountabilities and any specific role requirements

Please note

This role is based in Brisbane, and it is preferred that the successful candidate can work from the Brisbane CBD Office. While there is the ability to negotiate a Flexible Work Agreement to work from one of the QBCC Regional Offices (located at the Gold Coast, Sunshine Coast, Toowoomba, Maryborough, Rockhampton, Mackay, Townsville or Cairns), this would be subject to office availability and operational considerations, such as attendance at the Brisbane office at least one (1) day per week.

Occupational group Administration