As the Enquiries Manager with the Commission's ECT, you will report to the Team Leader ECT and assist in the performance of the Commission's functions under the Legal Profession Act 2007.
Your principal responsibility as Enquiries Manager will be to effectively manage all enquiries received by the Commission, which includes enquiries from members of the public and the profession about making a complaint, and other enquiries about the jurisdiction and other functions of the Commission. As a member of ECT, the role will also include assessment of complaints and other information received by the Commission to ascertain if further action by the Commission should be recommended, and provide timely and considered advice about whether complaints should be referred for further investigation.
The role includes independent and collaborative work to support ECT members and the Commissioner in discharging regulatory functions, and you will undertake a range of tasks, with key responsibilities that require the ability to:
provide effective leadership to staff to ensure they are suitably skilled, engaged and motivated to undertake their responsibilities to achieve performance targets, and to effectively and efficiently contribute to the discharge of the Commission's functions and objectives
deliver customer services through a variety of communication channels (including phone, online and face to face) to enable customers to complete their enquiries in an efficient and effective manner
assist the Team Leader in the review of complaints and other material as required
promote a culture of excellence while contributing to the Commission's commitment to continuous improvement
ensure all policies, procedures, and work instructions necessary for the operation of the enquiries functions are developed, implemented, and monitored on a continual basis
provide input into performance measures and targets and monitor and report on the achievement of performance against the targets
communicate effectively with and manage the expectations and demands of a wide range of internal and external clients ranging from senior members of the legal profession, through to clients and other members of the public who may have a limited understanding of the legal system and processes
negotiate resolutions, assess complaints about the conduct of lawyers, law practice employees and unlawful operators, and recommend what action, if any, the Commissioner should take on those complaints
ensure all matters are progressively reviewed throughout the relevant processes to ensure compliance with statutory obligations and service delivery standards
other duties as directed by the Commissioner and senior members of the Commission from time to time, including:
assisting other teams of the Commission when operationally required
recommending improvements to the Commission's policies, procedures, work practices and management systems to enable the Commission to keep and maintain high standards of service and to continually improve its standards of service
contributing to the Commission's project, research, policy and educational activities
You:
will be familiar with regulatory environments, and enquiry and complaints handling in a complex environment
will display high standards of professional ethical conduct at all times
may be responsible for statutory delegations on behalf of the Commissioner from time to time.
Applications to remain current for 12 months.
Job Ad Reference: QLD/698488/26
Closing Date: Thursday, 3rd September 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.
