Complaints and Administration Officer

**Complaints & Administrative Officer**
**Department of the Legislative Assembly**
**Legal & Social Issues Committee**
- Fixed-term full-time opportunity (12 months)
- PoV Grade 3.2, $89,292 -$96,073 + 11.5% superannuation

Make a meaningful impact by supporting the work of Parliament and assisting vulnerable stakeholders.

We are currently seeking a resilient and dedicated **Complaints and Administrative Officer** to join our team. This role is ideal for someone with experience in social work, mental health, family violence, or other sectors that engage with vulnerable communities.

**About the Role**

As the Complaints and Administrative Officer, you will play a key role in managing complex and sensitive complaints and enquiries from the public and stakeholders. Your professionalism, discretion, and excellent communication skills will be crucial in providing timely and effective responses.

In addition to handling complaints, you will support the work of the Committee by managing correspondence, coordinating meetings and public hearings, and processing sensitive documents.

**Key Responsibilities**
- Respond to and resolve complex verbal and written complaints with care, professionalism, and discretion, particularly those involving distressed or challenging stakeholders.
- Communicate with stakeholders from receipt to resolution of complaints, ensuring clarity and timely follow-up.
- Review and process sensitive documents accurately, following established protocols.
- Maintain secure and well-organized records of complaints, correspondence, and enquiries.
- Prepare internal and external correspondence, reports, and briefings under supervision.
- Support the coordination of Committee meetings and public hearings, including taking minutes and liaising with attendees.
- Assist with inbox management, triage, and resolution of enquiries.
- Proofread and footnote draft reports and briefing papers.
- Identify opportunities for process improvements in complaints handling and administrative procedures.
- Perform other duties as directed by the Clerk.

**About You**

**To thrive in this role, you will bring**:

- Proven experience in managing complaints and enquiries, particularly from distressed or vulnerable individuals, using a calm, empathetic, and adaptable approach.
- High levels of resilience and professionalism in emotionally challenging situations.
- Excellent verbal and written communication skills, with the ability to engage tactfully and maintain confidentiality.
- Demonstrated administrative expertise including document handling, meeting coordination, and recordkeeping.
- Ability to manage competing deadlines while working independently and collaboratively in a small, focused team.
- Strong attention to detail, especially when reviewing or processing sensitive materials.
- Capacity to quickly grasp relevant legislation, procedures, and systems to provide informed advice.
- An understanding of the parliamentary or political environment is highly regarded.

**Why join us?**

We offer flexible work, come to the iconic heritage listed Parliament House building or our adjacent modern offices and collaborate with the team one day, work from home the next.

We understand that your health and wellbeing are integral to your success and have a range of benefits to ensure your physical and mental health are supported. These include access to health and wellbeing initiatives.

Your professional development is important to us. That's why we have a dedicated learning and development framework, along with development programs and targeted in-house training to support your professional growth.

When you excel at your work and initiate innovative solutions or go above and beyond to demonstrate our values, you will be recognised for your efforts through our reward and recognition program.

For more information about a career with us, visit our website.

**How to apply**

**Applications close: Sunday, 29 June 11:59PM AEST**

**The process from here**

**Accessibility**

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The parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the _Child Wellbeing and Safety Act 2005_. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.