Dispute Resolution Officer

2 months ago

Melbourne City Centre, Australia Department of Premier & Cabinet Full time

About us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
Part of the Customer and Regulatory Services division, Dispute Services is a multi-dispute agency which includes Domestic Building Dispute Resolution Victoria (DBDRV) and Dispute Settlement Centre Victoria (DSCV).
Domestic Building Dispute Resolution Victoria is a frontline, client-facing dispute resolution service working with parties to a dispute, including homeowners and building practitioners, to facilitate the resolution of a range of domestic building disputes under the Domestic Building Contracts Act 1995.
Multiple exciting opportunities exist for a Dispute Resolution Officer to join a dedicated team supporting the operation of DBDRV, with ongoing and two-year fixed term roles available.
About the role
Reporting to a Lead Officer in our Client Services group, Dispute Resolution Officers play a leading role in resolving disputes. This includes working with clients and colleagues to evaluate disputes, assess suitability for conciliation and facilitate resolutions. Your expertise will be crucial in providing high quality client-focussed case management, offering specialised guidance, and fostering effective communication to explore suitable resolutions. Aligning with our service expectations and objectives, timely and transparent communication with clients is essential. Your role extends to working with other conciliators and building assessors to achieve buy in and guide parties to find appropriate pathways to resolve their dispute.
About you
To be considered for the role, you must be able to demonstrate:

- Working Collaboratively: Build a supportive and cooperative team environment; Engages other teams to share information in order to understand or respond to issues; Support others in challenging situations.
- Outcomes Thinking: Works with sense of purpose within the team and enables others to understand the strategic direction of the branch and organisation; Creates a sense of purpose within the team by establishing links between work and impact to the community.
- Critical Thinking and Problem Solving: Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action through self, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem-solving concepts in the right context
- Interpersonal Skills: Sees things from another's point of view and confirms understanding; Understand motivations, needs and wants of stakeholders and their impact on service delivery; Tailor communications according to audience and/or audience preference.
- Managing Difficult Conversations: Listens to and acknowledges that the concerns of others have been heard; Clarifies problems; Seeks options to resolve conflict.

For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

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