Manager, Complaints and Correspondence

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Health

**Salary**: $134,593 - $180,115

Occupation: Customer Service/Call Centre

Reference: VG/1823465

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

**About the role**:

- The Manager, Complaints and Correspondence leads a small team responsible for complaints management across the department. The responsibilities of the role include carriage of complaints management policies and systems, implementation of demand management procedures to manage workload as well as continuous improvement of the department's complaints management procedures.
- You will be expected to give authoritative advice to colleagues about how to identify, handle and respond to complaints. You will also be a point of contact for the Victorian Ombudsman for inquiries or investigations related to complaints about the department.
- In performing these functions, you will be expected to liaise with other relevant organisations as necessary, including Safer Care Victoria, the Health Complaints Commission, the Mental Health and Wellbeing Commission, Australian Health Practitioner Regulation Agency (Ahpra), the National Health Practitioner Ombudsman, and the Victorian Equal Opportunities and Human Rights Commission.

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**How you'll make a difference**:

- Effectively manage and provide leadership to a small team by:

- Leading and supporting individuals to achieve their potential and to contribute to organisational goals and outcomes
- Modelling behaviours integral to good people management, and demonstrating your commitment to departmental values and organisational culture objectives
- When required, managing and monitoring specific improvement objectives in annual improvement plans relating to the area of responsibility
- Pro-actively building and maintaining positive relationships with peers and stakeholders across the organisation
- Providing constructive feedback to staff and
- Managing resources efficiently and effectively
- Understand and respond to customers' needs. Use your understanding of customers' situations to provide appropriate responses, in accordance with relevant legislative frameworks and consistent with Victoria's human rights charter.
- Develop and implement organisational policies and procedures related to complaints management (or advise on their development and implementation), accounting for the department's business needs and the role of other relevant Victorian and Commonwealth government bodies.
- Identify emerging issues, risks or trends relevant to the department's functions and business objectives, and provide appropriate recommendations drawing on high-quality business intelligence, investigations and research, as necessary.

**Suitable applicants will be able to demonstrate**:

- A tertiary qualification in fields related to law, information management, complaints management, public administration or other relevant fields may be desirable.
- Demonstrated expertise in delivering customer service or complaints management functions within a public sector organisation is highly desirable.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

**How to apply**:
Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date.

Preferred applicants may be required to complete a police check and other pre-emp