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Dispute Resolution Specialist

2 months ago

North Geelong, Victoria, Australia WorkSafe Victoria Full time
About the Role

We are seeking a skilled Dispute Resolution Specialist to join our team at WorkSafe Victoria. This is an exciting opportunity for a motivated and experienced professional to contribute to our mission of ensuring safe working environments in Victoria.

The successful candidate will be responsible for reviewing and intervening in matters related to complaints against Agents, about the management of injured workers' claims. You will investigate complaints, liaise closely with authorised Agents and other stakeholders to resolve issues, provide technical advice and prepare clear and concise written responses to complaints raised via various channels.

Key Accountabilities
  • Determine the most appropriate course of action in relation to the specific subject of complaint
  • As appropriate, intervene to ensure that relevant matters are resolved in a timely and satisfactory manner
  • Respond to telephone complaints on claims management issues
  • Identify, resolve and implement resolutions related to Agents' complaints and provide informed advice to Agents and other relevant stakeholders
  • Inform, educate and advise stakeholders in the application and implementation of procedures, processes and the interpretation of policy and legislation
  • Manage stakeholder concerns and issues through to resolution and provide information to stakeholders to assist in their understanding of the solution or process
  • Manage issues efficiently and effectively within scope of authority and escalate those outside policy, precedence or authority level
  • Assist in the identification of continuous improvement initiatives and actively contribute to identifying options and ideas, based on client interaction and changes to legislation or WorkSafe policies and procedures, to support the development of business solutions aimed to improve the client experience
  • Provide assistance in the preparation of Ministerial and Executive briefs as required
About You

To be considered for this role, you will need to demonstrate the following skills and qualifications:

  • A strong analytical and problem-solving ability, with a high degree of judgement, discretion and decision-making capability
  • Experience in a client service environment, with a sound understanding of issues affecting, and services available to injured workers or similarly impacted clients
  • Knowledge of Workplace Injury Rehabilitation and Compensation Act, Workplace Injury Insurance system, Claims Management model or Occupational Health & Safety Act is highly desirable, however it is not mandatory
What We Offer

As a valued member of our team, you can expect a competitive salary of $96,849 per annum, plus superannuation benefits. You will have the opportunity to work in a dynamic and supportive environment, where your contributions will make a real difference in the lives of Victorians.

In return for your hard work and dedication, we offer a range of benefits including a generous salary package, opportunities for professional growth and development, and a commitment to employee well-being and work-life balance.