Complaint Resolution Specialist

4 days ago

Melbourne, Victoria, Australia beBeeProfessional Full time $80,000 - $105,000
Professional Standards Case Manager

This role is responsible for coordinating the progress of complaints throughout the complaint life cycle, including triage preparation, development and implementation of a case management plan, and referral to investigations when required.

The successful applicant will be responsible for providing professional, responsive advice and recommendations via documented case plans that prioritise people-centred resolutions.

About The Role

The Professional Standards Department operates with a dual mandate of response and prevention, using a trauma-informed, person-centred process for responding to workplace harm and misconduct.

The role coordinates the progress of complaints, advising on options, processes, timelines, and providing regular progress updates.

Act as the single point of contact for all parties to a complaint, offering advice on potential resolution pathways while considering organisational obligations.

Requirements

A degree or relevant industry certification with proven relevant experience, or an equivalent combination of training and experience in Industrial Relations or Human Resources is required.

Commitment to a high-performing, psychologically safe and collaborative team environment is essential.

Extensive knowledge of general and specialist HR practices, regulations and legislation relating to case management, case plans, risk assessments and interventions is also required.

Benefits

Ambulance Victoria offers a professional working environment with work-life balance, salary packaging options, generous personal leave entitlements, accrued days off for full-time roles, and on-site parking.

The organisation values Care, Accountability, Respect and Excellence.

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