Manager, Complaints

6 days ago

Melbourne, Australia Victorian Inspectorate Full time

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Inspectorate

**Salary**: $127,467 - $170,579

Occupation: Regulatory Governance and Compliance

Reference: VG/VI0033

**Manager, Complaints (VPS 6)**
If you have a passion for integrity, join Victoria’s lead integrity body, the Victorian Inspectorate, in a crucial management role. As Manager, Complaints at the VI you will drive positive change within Victoria’s integrity system. The VI oversees the Independent Broad-based Anti-corruption Commission, the Victorian Ombudsman and other integrity, accountability and investigatory bodies and their officers.

We need you to implement our new Complaints Service Charter and Complaints Management Framework. Bring to the VI your experience in managing a complaints function, and developing and implementing effective operational policies within a regulatory or integrity environment. A tertiary qualification in public policy, law or management is desirable.

**Job Overview**

The position reports directly to the General Manager, Integrity Operations and Policy. Working in a collaborative and multi-disciplinary environment the Manager, Complaints leads a small and expanding team to deliver the VI's complaints function and implement a Complaints Service Charter and Complaints Management Framework.

The Complaints team is responsible for incoming general enquiries and for receiving, assessing and responding to complaints about integrity bodies and officers within the VI's jurisdiction. The team also assesses whether complaints are assessable disclosures or public interest complaints under the _Public Interest Disclosures Act 2012 (Vic)_ (PID Act).

While there is a level of flexibility with working arrangements, the role of Manager, Complaints 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.

  • Manager, Complaints

    6 days ago

    Melbourne City Centre, Australia Victorian Inspectorate Full time

    Job Overview The position reports directly to the General Manager, Integrity Operations and Policy. Working in a collaborative and multi-disciplinary environment the Manager, Complaints leads a small and expanding team to deliver the VI's complaints function and implement a Complaints Service Charter and Complaints Management Framework. The Complaints team...

  • Complaints Management Complaints Officers

    7 days ago

    Melbourne City Centre, Australia HAYS Full time

    The Australian Federal Government Department has several openings for experienced individuals. **Your new company** A Federal Government Department that helps empower and support Australians all across the country. **Your new role** - Supporting the coordination of complaints received by the NDIA including resolving at point of entry, assessing, recording...

  • Senior Complaints Manager

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCompliance Full time $140,362 - $156,229

    Leadership Role: Complaint ResolutionThe role is pivotal in managing non-complex complaints and ensuring timely resolutions within regulatory frameworks.Key Responsibilities:Lead and coach the team to manage complaints, driving positive change through consultation and education.Monitor operational activities to ensure adherence to legislative...

  • Manager, Complaints and Correspondence

    11 hours ago

    Melbourne, Australia Department of Health Full time

    Location: Melbourne | CBD Job type: Full time Organisation: Department of Health **Salary**: $134,593 - $180,115 Occupation: Customer Service/Call Centre Reference: VG/1823465 The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on...

  • Complaints Resolution Manager

    2 weeks ago

    Melbourne, Australia Asia Pacific Full time

    **The Opportunity**: Newly created role! We are seeking an experienced Complaints Resolution Manager to effectively manage and resolve all Simply Energy customer complaints. You will lead by example and liaise with internal and external stakeholders to deliver process improvements and the delivery of exceptional customer service in complaint handling with a...

  • Incidents and Complaints Manager

    2 weeks ago

    Melbourne, Australia Equity Trustees Full time

    **Location**: Melbourne, Sydney We're excited to offer you a fantastic opportunity to join our Corporate and Superannuation Trustee Service (CSTS) team! This role places you at the heart of ensuring incidents are managed effectively and within CSTS' risk appetite. You'll focus on ensuring member complaints are resolved with fairness, consistency, and a...

  • Complaints Officer

    5 days ago

    Melbourne, Australia Link Group Full time

    **Overview** Investigate and coordinate complaints activity, providing a robust and transparent complaints process that will improve member experience and enable mutually satisfactory outcomes. Identify any permanent corrective actions and make recommendations where possible to reduce business risk and eliminate repeat activity. **Key Accountabilities and...

  • Complaints Coordinator

    2 weeks ago

    Melbourne, Australia City of Melbourne Full time

    **Vacancy Details**: - Position: - Organisation Unit: - Location: - Tenure: - Closing: - Synopsis: - **Classification 6 - $118, 141 - $132,962 + super**: - **Lead complex customer complaints, ensuring fair outcomes**: - **Opportunity to work across the organisation and lead a small team** We are the City of Melbourne, a place to be bold and...

  • Customer Complaints Manager, Pacific

    7 days ago

    Melbourne, Australia AIG Full time

    #LI-JC1 At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Relations Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team. Make your mark in Business Operations As a world leader in commercial and personal insurance solutions operating...

  • Manager, Complaints and Correspondence

    11 hours ago

    Melbourne City Centre, Australia Department of Health Full time

    **About the role**: - The Manager, Complaints and Correspondence leads a small team responsible for complaints management across the department. The responsibilities of the role include carriage of complaints management policies and systems, implementation of demand management procedures to manage workload as well as continuous improvement of the...