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Team Leader, Intake and Enquiries

4 weeks ago

Melbourne, Australia Health Complaints Commissioner Full time

Location: Melbourne | CBD

Job type: Fixed term / 6 Months

Organisation: Health Complaints Commissioner

**Salary**: $106,534 - $117,716

Occupation: Customer Service/Call Centre

Reference: VG/DH/HCC/34260247A

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

**Team Leader, Intake & Enquiries**

**Position Purpose**: The Team Leader of Intake & Enquiries is responsible for overseeing a team of Intake & Enquiries Officers within the organisation. This team is responsible for initial contact for enquiries and complaints regarding Victorian health service providers. The Intake & Enquiries team respond to telephone and written enquiries and complaints with the aim of identifying key issues within complaints and offering referral advice.

**Are you**:

- A person with knowledge and experience in effective complaint management?
- A team player who enjoys working collaboratively with others in the pursuit of team goals?
- A strategic thinker who is capable of managing change and developing innovative solutions?

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**Suitable applicants will be able to demonstrate**:

- Lead a team in providing or contributing to authoritative and expert advice and recommendations consistent with 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:

- leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes.
- modelling behaviours integral to good people management and departmental values.
- undertake regular catch ups with staff to provide coaching and guidance in line with individuals' Performance & Development Plan (PDP) goals.
- pro-actively building and maintaining positive relationships with peers and stakeholders across the organisation.
- Escalate complex operational problems and issues being experienced by team members, to the Manager, Resolutions as required.
- Deliver and monitor reports to facilitate data-driven decision-making and improve service delivery.
- Monitor rostering requirements and staff leave, take appropriate action as necessary to ensure coverage is maintained.
- 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.
- Undertake other tasks as reasonably requested in line with the role.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

**How to apply**:
Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise t

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