Complaints Assessment Officer

4 days ago

Melbourne, Australia Victorian Inspectorate Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Inspectorate

**Salary**: $91,418 - $103,725

Occupation: Customer Service/Call Centre

Reference: VG/VI0037
- The Victorian Inspectorate (VI) provides oversight of integrity, accountability and investigatory bodies and their officers, and plays a key role in Victoria’s public interest disclosure scheme.
- This opportunity is for you if you:
- have a passion for integrity and oversight and want to make a positive difference to Victoria’s integrity system
- are a complaints handling professional with experience working with vulnerable and complex people
- enjoy working in a small team.

The position requires demonstrated experience in handling complaints in an integrity or oversight context, or experience in a complaints, compliance, alternate dispute resolution or investigations role. A tertiary qualification in a relevant discipline such as social sciences, psychology, criminal justice, law, alternate dispute resolution or investigations is desirable (but not mandatory). A working knowledge (or capacity to develop an understanding) of Victoria's public interest disclosure scheme will also be highly regarded.

**Job Overview**

As part of the Complaints team and reporting to the Manager, Complaints, the Complaints Assessment Officer plays a crucial role in the delivery of the VI's complaints function. The Complaints Assessment Officer is responsible for managing cases including communicating with complainants and assessing complaints and public interest disclosures. They also contribute to the continued improvement of VI's internal policies and procedures and to the delivery of the VI's integrity responses. As part of a small and collaborative team, the Complaints Assessment Officer works across the Integrity Operations and Policy unit as required.

While there is a level of flexibility with working arrangements, the role of Complaints Assessment Officer is predominantly performed in the office due to the need to access sensitive information which is stored securely on an air gapped network.

For more information regarding this position, please see the attached position description.

**How to apply**

**Other relevant information**:
For enquiries regarding the position please phone the contact on the position description.

The VI values the contribution of all employees and fair and equitable treatment of all people is integral to all activities. As such, the VI offers reasonable adjustments for applicants with disabilities on request.
- Reference checks, completion of a pre-employment misconduct screening declaration and consent form, and a pre-employment criminal record check.
- Providing evidence of vaccination information or evidence of an exemption in the pre-employment stage.
- Undertaking an oath or affirmation as prescribed in Section 30 of the _Victorian Inspectorate Act 2011_.
- A Negative Vetting 1 security clearance is mandatory and will be required to be obtained once engaged and maintained.

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