Intake & Enquiries Officer

About the role:

Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers. Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.

About us:

The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, (the Department) who report directly or indirectly to the Commissioner.

The Health Complaints Commissioner (HCC) supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public. The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct.

About you:

• A clear communicator with excellent customer service skills.
• Interested in supporting alternative dispute resolution and contributing to improvements in healthcare delivery.
• Skilled, enthusiastic and team-oriented individual who will fit into a small statutory environment.

Specialist Expertise:

• Prior experience in a front-line complaint handling role and proficiency in the use of telephone systems, case management systems, including real time data entry, are highly desirable.
• Previous experience of Genesys and Resolve systems would be highly regarded.

Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 is highly desirable.

What we offer:

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply:

Applications should include a resume and a cover letter. Click the `Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

If you have any queries in relation to recruitment processes at Health, or experience any issues in applying, please feel free to email Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.