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Complaints and Administration Officer
2 weeks ago
Work type: Full time
Salary: $89,292 - $96,073
Grade: PoV3.2
Occupation: Administration/Secretarial
Location: CBD
Reference: VG/
At the Parliament, our employees are the key to our success. Together we deliver innovative, professional and apolitical services to support our elected representatives and the democratic process. Our Parliament should be reflective of the community, and that's why we seek to recruit the best, regardless of gender, age, disability, religion, sexual orientation or cultural background.
Complaints & Administrative Officer
Department of the Legislative Assembly
Legal & Social Issues Committee
- Fixed-term full-time opportunity (12 months)
- PoV Grade 3.2, $89,292 -$96, % superannuation
Make a meaningful impact by supporting the work of Parliament and assisting vulnerable stakeholders.
We are currently seeking a resilient and dedicated Complaints and Administrative Officer to join our team. This role is ideal for someone with experience in social work, mental health, family violence, or other sectors that engage with vulnerable communities.
About the Role
As the Complaints and Administrative Officer, you will play a key role in managing complex and sensitive complaints and enquiries from the public and stakeholders. Your professionalism, discretion, and excellent communication skills will be crucial in providing timely and effective responses.
In addition to handling complaints, you will support the work of the Committee by managing correspondence, coordinating meetings and public hearings, and processing sensitive documents.
Key Responsibilities
- Respond to and resolve complex verbal and written complaints with care, professionalism, and discretion, particularly those involving distressed or challenging stakeholders.
- Communicate with stakeholders from receipt to resolution of complaints, ensuring clarity and timely follow-up.
- Review and process sensitive documents accurately, following established protocols.
- Maintain secure and well-organized records of complaints, correspondence, and enquiries.
- Prepare internal and external correspondence, reports, and briefings under supervision.
- Support the coordination of Committee meetings and public hearings, including taking minutes and liaising with attendees.
- Assist with inbox management, triage, and resolution of enquiries.
- Proofread and footnote draft reports and briefing papers.
- Identify opportunities for process improvements in complaints handling and administrative procedures.
- Perform other duties as directed by the Clerk.
About You
To thrive in this role, you will bring:
- Proven experience in managing complaints and enquiries, particularly from distressed or vulnerable individuals, using a calm, empathetic, and adaptable approach.
- High levels of resilience and professionalism in emotionally challenging situations.
- Excellent verbal and written communication skills, with the ability to engage tactfully and maintain confidentiality.
- Demonstrated administrative expertise including document handling, meeting coordination, and recordkeeping.
- Ability to manage competing deadlines while working independently and collaboratively in a small, focused team.
- Strong attention to detail, especially when reviewing or processing sensitive materials.
- Capacity to quickly grasp relevant legislation, procedures, and systems to provide informed advice.
- An understanding of the parliamentary or political environment is highly regarded.
Why join us?
We offer flexible work, come to the iconic heritage listed Parliament House building or our adjacent modern offices and collaborate with the team one day, work from home the next.
We understand that your health and wellbeing are integral to your success and have a range of benefits to ensure your physical and mental health are supported. These include access to health and wellbeing initiatives.
Your professional development is important to us. That's why we have a dedicated learning and development framework, along with development programsand targeted in-house training to support your professional growth.
When you excel at your work and initiate innovative solutions or go above and beyond to demonstrate our values, you will be recognised for your efforts through our reward and recognition program.
For more information about a career with us, visit our website.
How to apply
Using the "Apply Now" button, please include your resume and a brief cover letter (1-2 pages) broadly outlining your experience and how it directly relates to the position.
Applications close: Sunday, 29 June 11:59PM AEST
The process from here
Shortlisted candidates will be invited to an interview conducted by a selection panel. This interview may take place in our offices located in the Melbourne CBD or online.
Shortlisted candidates may be asked to complete additional assessment activities during the recruitment process, which could include psychometric testing.
Accessibility
If you require assistance or adjustments to fully participate in the application or interview process for this role, please contact our Recruitment Team via email [email protected] or on
Privacy Collection Notice
The Parliament of Victoria and the parliamentary departments are committed to protecting your privacy. We handle personal information in accordance with the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and other relevant legislation.
This privacy collection notice applies to our recruitment activities. It explains what information is collected when you apply for employment with a parliamentary department. It may be updated from time to time.
Child Safe Standards
The parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the Child Wellbeing and Safety Act 2005. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.
Applications close Sunday 29 June 2025 at 11.59PM
Posted 13 June 2025