Correspondence Officer

**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

**About the role**

The Regulator and Group Operations (RaGO) branch within CAV supports the group to foster good performance and enable the efficient and effective delivery of services for the Victorian community. Reporting to the Senior Advisor, Correspondence and Complaints, the Correspondence Officer plays a vital role in the delivery of CAV's correspondence and complaints function. The role is dedicated to providing the efficient coordination, handling, and resolution of Departmental and Ministerial correspondence, complaints, and feedback received by CAV.

The role is responsible for day-to-day resolution of ministerial correspondence within set timeframes, including case entry and progress accountability; liaising with business units for issue resolution; tracking the correspondence lifecycle; drafting replies; and thematic reporting. The role supports CAV's objectives through effective correspondence handling, reporting, and management, meeting deadlines and managing requirements from key stakeholders.

**Key accountabilities include**:

- Manages feedback, correspondence, and complaints, following established processes including creation of EBC records, triage, and distribution to appropriate business areas for issue resolution;
- Drafts high quality responses from Departmental representative or Minister, and maintains records of correspondence.
- Able to work under pressure and respond to changes in requirements.
- Prepares reports, briefs and correspondence on complex issues that impact at program or organisational level.

**About you**

To be considered for the role, you must be able to demonstrate:

- Critical Thinking and Problem Solving: Resolves issues through deep understanding or interpretation of existing guidelines. Where guidelines are not available, analyses ideas available and takes action through self, or in consultation with others to resolve problems. If required, determine additional information needed to make informed decisions. Applies critical thinking and problem solving concepts in the right context.
- Political and Organisational Context: Understands issues and pressures to which the organisation has to respond; Understands the reasons behind the organisational climate and culture.
- Interpersonal Skills: Sees things from another's point of view and confirms understanding; understand motivations, needs and wants of stakeholders and their impact on service delivery; tailor communications according to audience and/or audience preference.
- Influence and Persuasion: Consistently adapts the content, style, message or tone of a presentation to suit the audience and plans how to tackle objections; applies own ideas by linking them to others' values, needs and goals.
- Stakeholder Management: Takes steps to add value for the client or stakeholder; links people with other areas as appropriate; monitors client and stakeholder satisfaction; constructively deals with stakeholder issues.

**Other requirements**
- A qualification in a relevant field (such as Communications) would be desirable.
- Prior experience handling Ministerial and Departmental correspondence is highly desirable
- Prior experience in complaints management is highly desirable

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.