Manager

**About the role**:

- The Manager, Resolutions reports to the Assistant Commissioner, Operations and leads a high performing cross-functional team responsible for day-to-day service delivery of complaint management and resolution functions of the Health Complaints Commissioner (HCC).
- Team responsibilities span across initial contact about enquiries and complaints (online, in writing and telephone), through to effective handling of complaints and alternative dispute resolution.
- The role uses data driven decision making to lead implementation of innovations and continuous improvements to deliver service excellence that meets the needs of service users (complainants and service providers), responds to changing demand, and stays connected with experiences of service users and stakeholders, both internal and external.
- You will support both individual and team excellence through coaching and mentoring.
- You will also collaborate across the organisation and with the healthcare sector, to manage service delivery challenges and high risk or complex matters.
- You will also be a contributing member of the HCC's Leadership Team, working collaboratively with peers and the wider organisation.

**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**:

- Maintain a comprehensive understanding of issues impacting the HCC and where appropriate, participate in strategies to improve service, lead implementation of continuous improvement and deliver performance outcomes for both internal and external stakeholders.
- Ensure effective, efficient service delivery in accordance with delegated authority, relevant legislation and government regulations and guidelines.
- Effectively manage and provide leadership to a team of employees by:
- Leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes;
- Coaching, developing and managing a team.
- Provide expert guidance to recognise and effectively handle emerging issues and potential risks for the organisation. Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective and efficient services.
- Work with senior management on strategic thinking and future planning to achieve excellence in customer focussed service delivery and meet key performance indicators and standards.
- Provide positive and constructive leadership to help the organisation successfully navigate change and effectively adapt to changing demand and priorities.

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

- Mediator accreditation is highly desirable
- A relevant tertiary qualification or extensive experience in health complaints or regulation is desirable.
- Knowledge and understanding of the Victorian health system with familiarity with both the _Health Complaints Act 2016_ and the _Health Records Act 2001_.
- Knowledge of best practices and demonstrated experience in effective complaints management in health services, including advanced knowledge of relevant systems and practices is expected.

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.

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