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Complaints Resolution Specialist

2 months ago

Melbourne, Victoria, Australia State Government Of Victoria, Australia Full time
Job Description

Job Title: Complaints Resolution Specialist

Job Summary:

We are seeking a highly skilled Complaints Resolution Specialist to join our team at the State Government Of Victoria, Australia. As a key member of our regulatory governance and compliance team, you will be responsible for receiving and resolving complaints from the public in a fair and reasonable manner.

Key Responsibilities:

  • Receive and investigate complaints from the public via various digital channels
  • Undertake initial research and make enquiries to resolve complaints informally
  • Provide clear and accurate advice on issues, recommendations, and solutions to complaints
  • Deliver high-quality service to the public, ensuring fairness and impartiality in all interactions
  • Work collaboratively with other teams to resolve complex complaints and improve public administration

Requirements:

  • Demonstrated experience in complaint handling in a high-volume, resolution-focused environment
  • Excellent verbal and written communication skills, with the ability to explain complex issues in plain language
  • Well-developed organisational skills, including the ability to manage competing priorities and deliver high-quality work
  • Knowledge of the Ombudsman Act 1973 (Vic) and Victorian Ombudsman policies
  • Ability to interpret legislation and develop a deep understanding of the Ombudsman Act 1973 (Vic)

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package
  • A commitment to work-life balance and flexible working arrangements

How to Apply:

Applications must be submitted online via the 'Apply Now' button. Please include a 1-page cover letter addressing the key selection criteria and a resume, no longer than 5 pages.