Complaints Officer

Location: Melbourne | CBD

Job type: Full time / 12 months

Organisation: Office of the Ombudsman Victoria

**Salary**: $95,102 - $107,905

Occupation: Regulatory Governance and Compliance

Reference: VG/SF/ER/1818905

The role is responsible for receiving inbound contact from the public via a variety of digital channels, undertaking initial research, making enquiries, and/or investigating complaints with the objective of resolving complaints informally if possible. Provide clear and accurate advice (both verbally and in writing) on issues, recommendations and solutions to complaints while delivering on the Ombudsman's commitment to high quality service.
- Fixed Term 12 months
- VPS4, $95,102 - $107,905 per annum
- 11.5% superannuation

**The Organisation**:
The Victorian Ombudsman (VO) is independent of Government and answerable to the Victorian Parliament, in part through the Integrity and Oversight Committee of the Parliament.

The VO provides a free, independent, accessible and impartial service to the public. Our purpose is to ensure fairness for the public in their dealings with the Victorian public sector, to improve public administration, and engage within both public organisations, the government sector and the broader community. The _Ombudsman Act 1973 _(Vic) is the governing legislation.

The VO's role is to ensure that the services of state and local government, and other public organisations are delivered in a fair and reasonable manner that is compatible with the _Charter of Human Rights and Responsibilities Act 2006 _(Vic) and that human rights have been taken into consideration in decision making.

**The role**:
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 determine the appropriate response to complaints.

The role is responsible for receiving inbound contact from the public via a variety of digital channels, undertaking initial research, making enquiries, and/or investigating complaints with the objective of resolving complaints informally if possible. Provide clear and accurate advice (both verbally and in writing) on issues, recommendations and solutions to complaints while delivering on the Ombudsman's commitment to high quality service.

To succeed in this role, you will need demonstrated experience in complaint handling in a high-volume, resolution focused environment, handling phone calls in a fast-paced setting, and making key decisions (ideally in a highly regulated environment), have well developed organisational skills including the ability to manage competing priorities while delivering a very high standard of work. As the first point of contact with members of the public, excellent verbal and written communication skills are key, including the ability to explain complex issues in plain language.

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 Monday 23 September 2024.**

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