Complaints Coordinator

9 hours ago

Melbourne City Centre, Australia Court Services Victoria Full time

**About Us**

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the 'Courts Group'.

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

**VCAT**

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

**About the Role**

The role of Complaints Coordinator supports the efficient and consistent handling of complaints and related processes within VCAT. You will work collaboratively across the organisation to support the coordination, response preparation and process improvements for complaints. You will be required to prepare correspondence, maintain registers, liaise with internal stakeholders and support compliance activities. You will:

- assist with complaint responses, briefing materials and reports for internal and external stakeholders
- support the maintenance of a central register of complaints
- provide support for matters involving contempt or vexatious litigants, including coordination of documentation and liaising with legal advisors
- maintain accurate records and systems
- contribute to process improvements
- support stakeholder engagement activities and internal liaison to clarify complaints and gather relevant information

**_The position is fixed term until 31 December 2025_**

**About You**

Additional proven skills will include:

- building and maintaining strong stakeholder relationships, working collaboratively to resolve concerns
- strong analytical thinking skills
- well developed attention to detail to ensure integrity of data
- exceptional customer service focus in line with business objectives

If you have experience working with confidential or sensitive matters in a justice, regulatory or government setting, it will be considered desirable.

**How to apply**
- resume
- a short cover letter

**Other information**

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

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