Complaints Engagement and Systems Coordinator

2 days 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 jurisdictions own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

**About the role**

The Complaints Engagement and Systems Coordinator oversees the allocation of complainant engagement activities within the Complaints team, ensures engagement records are maintained to a high standard to assist complaint investigations, undertakes the most complex engagements, coordinates all aspects of complaint administration and is responsible for identifying process improvements to promote best practice complaints handling.
The Complaints Engagement and Systems Coordinator is also responsible for the systems management of enquiries and complaints. This includes ensuring the integrity of complaint data, using data reporting tools to analyse data and prepare reports, identifying process and systems improvements to support data integrity, leading engagement with technical experts to implement systems changes, and maintaining administrative and systems process documents.
In carrying out the above functions, the Complaints Engagement and Systems Coordinator is expected to demonstrate an understanding of Commission processes and powers under the Judicial Commission of Victoria Act 2016 and the legal sector more broadly, in order to provide high quality complaint information, education and assistance to the Commission's legal team, external stakeholder and complainants.

**About you**
- ; Demonstrated experience in a complaint handling environment, managing complex or sensitive complaints in a government regulatory environment will be highly regarded
- ; Demonstrated experience in or understanding of the Victorian court and tribunal system.
- ; Experience working with Microsoft Dynamics.
- ; Experience working with data and improving systems and processes

**How to apply**
- ; Resume
- ; A cover letter (including a short response to the following question):
Why do you think you're suitable for this role?

**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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