Complaints and Resolution Case Manager
Job No:
TCE4388
Location:
Townsville Catholic Education Office, Townsville City
Position: Complaints and Resolution Case Manager
Commencing Date: 17 November 2025 (or earlier)
Classification: Full Time, Permanent
Salary Range: $153,472- $172,733 per annum pending experience
Closing Date: Monday, 3 November 2025 unless filled prior
Townsville Catholic Education Office supports 30 schools within the Diocese, located throughout a diverse region of North Queensland, extending west to Mount Isa, south to Proserpine, and north to Ingham. We employ over 2,900 dedicated professionals who contribute to our mission of delivering high-quality, values-based education within our Catholic school communities. Our schools include primary, secondary, and Prep–Year 12 offerings, located in both urban and rural settings. Several of our schools also offer boarding alongside day-student options.
More than delivering academic excellence, a Catholic education at TCE nurtures personal growth, faith formation, and a strong sense of community. Our proud reputation is built on the tradition established by the religious orders who founded Catholic education in the Townsville Diocese in 1872.
The safety and wellbeing of students and vulnerable people is our top priority. We are fully committed to child safety and have zero tolerance to abuse of children or adults-at-risk. Every staff member shares the daily responsibility of creating a safe, supportive, and respectful learning environment by promoting positive relationships, responding to concerns, and meeting all child protection and reporting obligations.
About the role
Townsville Catholic Education Office is seeking an experienced and dedicated Complaints and Resolution Case Manager. This role is a Full Time, Permanent position commencing 17 November 2025, or sooner.
We're seeking a strategic leader to oversee and enhance our complaints management framework. This role drives early intervention, resolution, and prevention of complaints across our schools and office, ensuring compliance with legislation and Catholic values. As the key authority on complex matters, you'll represent TCE with external stakeholders, provide expert guidance, and deliver insights to improve governance, policy, and training.
As a valued member of the TCE team, you will:
- Lead and enhance TCE’s complaints and resolution framework
- Manage complex, high-risk complaints with legal or regulatory implications
- Collaborate with internal experts and communicate outcomes clearly
- Advise senior leaders on trends, risks, and systemic issues
- Develop preventative strategies and build staff capability
- Represent TCE in regulatory and legal engagements
- Ensure compliance with legislation, policy, and Catholic values
- Promote restorative practices and continuous improvement
About you
Experience & Skills
- Extensive senior experience in complaints management or leadership in education, legal, regulatory, or human services
- Proven success in designing and implementing complaints frameworks and strategic initiatives
- Skilled in engaging with boards, regulators, and executives on high-stakes matters
- Strong leadership in staff development, capability-building, and performance improvement
- Advanced negotiation, mediation, and conflict resolution skills
- Ability to analyse complaint data to inform strategy and decision-making
- Influential communicator with excellent written and verbal skills across diverse audiences
- Committed to Catholic values, mission, and community life
- Collaborative, adaptable, and proactive in dynamic environments
- Strategic thinker with sound judgment and emotional intelligence
- Strong interpersonal and organisational skills
Mandatory Criteria
- Tertiary Degree in Business, Law, Human Services or relevant field and/or relevant experience
- Current paid Working with Children Blue Card (or ability to obtain prior to commencement, per No Card, No Link, No Start legislation)
- Willingness and capacity to travel within the Diocese, as required
- Physically capable of performing the role safely
- Current driver’s licence
Desirable Criteria
- Knowledge of relevant legislation and regulatory frameworks, including those governing non-state schools and complaint handling (e.g.,NSSAB requirements).
- Experience managing complaints involving vulnerable populations, such as students with disabilities, child protection matters, or culturally diverse communities.
- Experience liaising with external authorities, such as legal teams, regulatory bodies, or ombudsman
offices. - Understanding of Catholic ethos and values, and the ability to work respectfully within a faith-based educational context.
Note: Depending on the nature of the role, a pre-employment medical or vaccination may be required.
What we offer
- Competitive Salary
- Modern facilities, equipment and resources
- Access to additional Employer Superannuation Contributions
- Access to long service leave after 7 years of continuous service (portability of Long Service Leave may also be applicable)
- Deferred Salary Scheme
- Access to corporate health schemes
- Access to Employee Assistance Program
- Leadership development opportunities
- Wellbeing programs and initiatives
How to apply
- Complete the application form
- Upload a cover letter addressing the skills, attributes and experience to support the key accountabilities of the role identified in the position description
- Upload a current resume including contact details (phone and email) of two professional referees.
Please see the Position Description for more information.
Applications during the shortlisting phase will be kept confidential.
Note: This role may involve reviewing and analysing potentially traumatic material. It is important that you
consider if the advertised role is the right fit for you as exposure to this type of content may be an
unavoidable part of the role. While TCE provides training, resources and support to help minimise vicarious
trauma, applicants need to be resilient in nature and able to draw on individual self-care strategies and
support networks to manage their wellbeing.
Applications close 3pm Monday, 3 November 2025 (unless filled prior)
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