Escalations Officer

**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

Reporting to the Team Manager, the Escalations Officer role is part of a team who evaluate and respond to consumer complaints and other types of input received from consumers.

As the frontline service for CAV for written consumer complaints, the team identifies and responds to issues in the marketplace and determines the initial response to consumers. This role also has the responsibility of providing dispute assistance in response to complaints where there is a likely breach of legislation administered by CAV or a failure to comply with legal obligations.

This role influences the development and review of strategies and projects to enhance the delivery of industry compliance and consumer protection services.

The role is important in supporting the continuous improvement of the IDSC and the regulation of markets, providing consumer protection services and contributing to CAV being a risk based and intelligence led organisation.

There are 3 ongoing roles available. The work location for these roles is Ballarat GovHub.

**Key accountabilities include**:

- Evaluate and respond to complaints and contacts received by Consumer Affairs Victoria in accordance with the relevant legislation and case management guidelines. This includes contacting parties by phone in the first instance always.
- Increase accessibility to CAV's Front Line Compliance & Resolution (FLCR) service to deliver an efficient and effective resolution of complaints. Initiate appropriate action of complaints & FLCR cases to achieve resolution or compliance within Consumer Affairs Victoria policies and procedures. Identify risks and effectively handle systemic and emerging issues by utilising intelligence.
- Liaise across CAV to action compliance issues and share intelligence in line with the Escalations Framework and connect to a wide range of other Agencies when appropriate. Provide information to traders, community groups, consumers, employees of CAV and other parties as to the rights and obligations under the legislation administered by CAV, to constructively encourage compliance.
- Prepare general correspondence on a range of issues, including letters to consumers and businesses. Contribute to the coordination of daily activities, initiate process improvements and other team and branch wide activities

**About you**

To be considered for the role, you must be able to demonstrate:

- Theoretical knowledge of CAV's Regulatory approach and Compliance Policy.
- Experience or sound knowledge of CAV's legislative enforcement activities, including a working knowledge of CAV's Escalation Framework.
- Sound knowledge of the legislation and policies administered by CAV.
- The ability to learn software packages.

**Other requirements**
- Qualifications or equivalent experience in a contact centre environment is desirable.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.