Resolutions Adviser

6 days ago

Melbourne, Australia Hudson Australia Full time

This pay rate is inclusive of mandatory 25% casual loading

Regulatory agency seeks Resolutions Adviser to handle enquiries received by consumers and lawyers and resolving consumer matter complaints

**Resolutions Adviser opportunities**

***
- **Approx. $60-$65 per hour plus Super dependent on experience**:

- **Assignment duration is up to 6 months. Immediate start**:

- **Melbourne CBD/Working From Home Arrangement**

**About the role**

***

Our client, a government regulatory agency, seeks a Resolutions Adviser to join them on a short-term assignment for a duration of up to a period of 6-month based in Melbourne CBD with an immediate start. As a Resolutions Adviser, you will be responsible for handling enquiries received by consumers and lawyers and resolving consumer matter complaints.

**Responsibilities and tasks**:
Key responsibilities will include, but are not limited to:

- Dealing with second tier complaints and lawyer enquiries, particularly early closures and resolutions, liaising with relevant parties as required.
- Liaising with complainants and lawyers to review available material and documentation, with a view to assessing and where possible, quickly resolving next tier complaints.
- Attempting to resolve consumer matter complaints between consumers and lawyers using various alternative dispute resolution methods, including shuttle mediation, face to face discussions with parties, and corresponding with parties electronically and in writing.
- Providing guidance, advice and convey specialist concepts based on the organisation's policies, procedures, guidelines and relevant legislation.
- Drafting and finalising settlement agreements as part of the complaints process where consumer complaints resolve by way of informal dispute resolution processes.
- Preparing determinations, reports, recommendations and associated correspondence on complex issues, and maintain appropriate records.
- Referring complaints for investigation where informal dispute resolution fails and where warranted in consultation with the Assistant Manager, or where disciplinary issues are identified.

**Key Selection Criteria**:
The experience and skills you will need to demonstrate include:

- Experience in a dispute or complaint management environment.
- A good understanding of the operation of legal practice and of the complaints provisions relating to the regulation of legal practitioners and legal practices in Victoria.
- A high level of computer literacy, particularly with Microsoft Office.

**Qualifications**:

- Tertiary qualification in law will be highly regarded but not essential.
- Mediator Accreditation highly regarded but not essential.

**How to apply?**

**Please note**:

- The pay rate offered is inclusive of 25% casual loading.
- The anticipated hours per week are 38 (7.6 hours per day) for this contract.

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