Complaints Officer

2 weeks ago

Melbourne, Australia Victorian Gambling and Casino Control Commission Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Gambling and Casino Control Commission

**Salary**: $92,332 - $104,762

Occupation: Regulatory Governance and Compliance

Reference: VG/VG/GC3131

Here at the Victorian Gambling and Casino Control Commission (VGCCC), we have an opportunity for two Complaints Officers to assist in the assessment and investigation of complaints lodged by members of the public with the VGCCC. If you are looking to develop your analytical skills and knowledge, and you enjoy a challenge and thrive in a varied environment, take a step up and come and join us.

**About the organisation**

The Victorian Gambling and Casino Control Commission (VGCCC) is an independent statutory authority which regulates Victoria's gambling industry. The organisation licenses, informs and educates, monitors and enforces the gambling industry through a risk-based approach to regulation. Underpinned by its values of “work together, act with integrity, respect others, make it happen, and act with courage and confidence” the VGCCC plays an important role in ensuring the integrity, safety and fairness of the gambling industry so that it delivers sustainable benefits to Victoria. Our culture is supportive and collaborative, fostering the growth and development of our people and provide great facilities with a work/life balance.

**The opportunity**

Reporting to the Manager, Complaints, these roles are responsible for assessing and investigating complaints that are lodged with the VGCCC to determine compliance with gambling legislation and with the VGCCC's expectations.

**Key responsibilities**
- Assist in the triaging of complaints lodged with the VGCCC
- Conduct jurisdictional assessments on complaints
- Request relevant information and conduct investigations of complaints
- Identify existing or potential risks of non-compliance or gambling-related harm arising from the assessment and investigation of complaints
- Initiate appropriate compliance and enforcement action using appropriate judgement and discretion, in response to identified breaches of laws, regulations or conditions and in line with VGCCC policies and procedures
- Prepare accurate and thorough recommendations, reports, briefing papers and correspondence on all investigation and compliance enforcement activity in accordance with operational procedures and policies.

**Who we are looking for**

The VGCCC is seeking applicants who have knowledge or experience in complaint handling and investigations, and who have experience and the ability to operate in a demanding work environment.

**Rewarding our employees is important to us, we provide**:

- competitive salary;
- challenging yet rewarding atmosphere that encourages success and growth;
- employee health and wellbeing initiatives and foster a work/life balance;
- inner city location;
- employee learning and development opportunities.

**Please note**: It is mandatory that you complete the questionnaire to be considered for this position.

Applicants may be required to undergo pre-employment screening as part of the recruitment process. For further information, please refer to the Victorian Public Sector Commission website pre-employment screening policy.

**Applications close 03 March 2024.

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