Manager, Intake and Early Resolutions

1 week ago

Melbourne, Australia Health Complaints Commissioner Full time

Location: Melbourne | CBD

Job type: Fixed term / 31-MAY-24

Organisation: Health Complaints Commissioner

**Salary**: $105,479 - $127,621

Occupation: Customer Service/Call Centre

Reference: VG/1716073

***:
The Manager, Intake and Early Resolutions, applies best practice dispute resolution principles to the effective management of complaints received about Victorian health service providers. This role leads a team tasked with the delivery of a dispute resolution service. Coaching of staff is integral to this role which remains hands-on and operates as an escalation point for more complex and sensitive matters.

The role works closely and collaboratively across the organisation in alignment with the Health Complaints Commissioner's strategic plan through forging effective partnerships and delivering timely and effective management of complaints.

**Are you**:

- An experienced team leader or manager with a background in dispute resolution or complaint handling?
- A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment?
- A team player who enjoys working collaboratively with others in the pursuit of team goals?

**Accountabilities**:

- Lead a team in providing a skilled, timely and effective dispute resolution service consistent with legislative requirements and organisational goals and values.
- Manage the allocation of resources within and the outputs required of the work area to achieve service delivery goals and expectations.
- Effectively supervise and provide leadership to a team of employees by:

- (a) Leading, coaching and supporting individuals to achieve their potential and contribution to organisational goals and outcomes
- (b) modelling behaviours integral to good people management and HCC values
- (c) where relevant, managing and monitoring specific improvement objectives in annual improvement plans relating to the area of responsibility
- (d) pro-actively building and maintaining positive relationships with peers and stakeholders across the organisation.
- Provide advice and coaching to others on dispute resolution strategies, tools and processes and making clear, timely and supportable recommendations and decisions.
- Identify and actively manage emerging, sensitive or complex issues and risks in accordance with relevant legislation and policies.
- Resolve complex operational problems and issues being experienced by team members.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.

**Mandatory Vaccination Policy**

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

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