Complaints Resolution Officer

**Overview**:
**Work Type**:Ongoing - Full-time

**Salary**: $97,955 - $111,142

**Grade**:VPS 4

**Occupation**:Governance and risk management

**Location**:Melbourne - CBD and Inner Metro suburbs

**Reference**:307

**About Us**

The Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.

In performing our functions under the Ombudsman Act, we oversee the actions and decisions of more than 1,000 public bodies to ensure fairness and integrity. We aim to:

- provide a timely, efficient, effective, flexible and independent means of resolving complaints
- identify, investigate, expose and prevent maladministration and improper conduct
- assist public bodies to improve the quality of their administration and complaint handling
- educate the community and public sector about our work, and their rights and responsibilities.

We focus on achieving practical and meaningful outcomes to address injustice, based on evidence and in accordance with legislation. Our independence means we do not advocate for members of the public or the public bodies we oversee.

As part of our team, you’ll contribute to our vision that Victoria is fair, where human rights are protected and promoted, people are kept at the centre of decision making and public bodies are open and accountable.

As a sworn member of Ombudsman staff, the incumbent will faithfully and impartially perform the duties of office of Ombudsman and will not divulge, except according to law, any information received in the performance of those duties.

**About the Role**

The Complaints area handles complaints about a range of public sector bodies and Local Government. Complaints Resolution Officers play a critical role in taking, assessing and resolving complaints about public sector bodies, and identifying systemic issues. Complaints resolution officers manage a caseload of written, verbal and in-person complaints, working towards fair, timely and proportionate outcomes for all parties, and assisting the Victorian Ombudsman to identify systemic issues for action.

This role requires strong analytical skills, sound judgement, and the ability to engage sensitively with people from diverse backgrounds, including those from communities facing marginalisation or with complex communication needs. Complaint Resolution Officers are supported by Senior Complaints Officers for escalated, complex matters or coaching and report to a Manager.

Core to success in the role is the demonstration of modern-day complaint handling skills. This requires a professional attitude, a resilient nature, the ability to interpret legislation and develop a deep understanding of the Ombudsman Act 1973 (Vic) (the Act).

You will use your interpersonal skills and knowledge of the Act, Victorian Ombudsman policies and the public sector to help determine the appropriate response to complaints.

Please review the position description for full details.

**How to apply**:
To be considered for this role, you must include:

- a 1-page Cover Letter addressing the **Key Selection Criteria**.
- a Resume, no longer than 5 pages.

Applications close **midnight Wednesday 20 August 2025**

VO is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process.

VO is committed to supporting our employees work and life balance commitments. All requests for flexible working arrangements will be considered in line with operational requirements.
- Criminal Record check
- Working with Children check
- Statutory Declaration
- Confidentiality Agreement
- Conflict of Interest check
- Applications close Wednesday 20 August 2025 at 11.59pm

Posted
- 7 August 2025