Complaints Resolution Officer

4 days ago


North Geelong, Victoria, Australia WorkSafe Victoria Full time

About the Role

The Centralised Complaints Resolution Officer at WorkSafe Victoria is responsible for reviewing and intervening in matters related to complaints against Agents, about the management of injured workers claims. This position requires the incumbent to investigate complaints, liaise closely with authorised Agents and stakeholders, and provide technical advice and written responses to complaints.

Key Responsibilities

  • Determine the most appropriate course of action in relation to complaints
  • Intervene to ensure timely resolution of matters
  • Respond to telephone complaints on claims management issues
  • Resolve and implement resolutions related to Agent complaints
  • Inform and advise stakeholders on procedures and policy
  • Manage stakeholder concerns and issues

About You

To be considered for this role, you will have knowledge of the Workplace Injury Rehabilitation and Compensation Act and a sound understanding of issues affecting injured workers. You will also have experience in a client service environment and strong analytical and problem-solving skills.



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