Complaints and Compliance Manager

Downer; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Training and development

Employee Assistance Program

Perks@Downer

Safety focus

Job summary

Downer Group in Victoria, Melbourne, is seeking a Complaints, QA, Compliance & Training Manager to lead complaints management, quality assurance, compliance and training across the Homes Victoria contract. You will shape safe and compliant service delivery, establish QA frameworks, oversee audits and drive continuous improvement.

You will develop training for staff and partners, monitor compliance, address non-conformances and analyse trends to support governance reporting and contract

Qualifications

• Qualification in quality management, compliance, training, business or a related discipline, or equivalent practical experience.
• Experience leading quality assurance, compliance or audit functions within contract-based service delivery environments.
• Proven capability overseeing complaints management processes and corrective action frameworks.
• Experience developing and coordinating training programs for operational teams and subcontractors.
• Strong analytical, reporting and stakeholder engagement skills with a focus on continuous improvement.

Responsibilities

• Lead and coordinate complaints management processes to ensure issues are logged, investigated, resolved and reported in line with contractual requirements.
• Establish and oversee quality assurance frameworks, audits and reviews to assess compliance with service standards and specifications.
• Monitor compliance with contractual, legislative and policy requirements and manage non-conformances and corrective actions to closure.
• Develop and oversee training programs for staff and Service Delivery Partners to support safety, quality and contract capability.
• Analyse trends from complaints, audits and performance data to inform continuous improvement and governance reporting.

Skills

Quality management

Compliance management

Training program development

Complaints handling

Analytics & reporting

Stakeholder engagement

Education

Quality management or related discipline

Job description

Make the difference that matters

Downer is proud to partner with Homes Victoria to deliver property maintenance services that support safe, well‑maintained social housing and stronger communities across Victoria. Together, we help ensure critical and infrastructure services are at their best when communities need them most.

We have an opportunity for a Complaints, QA, Compliance & Training Manager to join our Homes Victoria team. In this role, you will lead complaints management, quality assurance, compliance and training across the contract. Your work will contribute directly to safe, compliant and continuously improving service delivery for Homes Victoria and the communities we serve.

What You'll Do

This role offers a broad scope, with key responsibilities including:

• Lead and coordinate complaints management processes to ensure issues are logged, investigated, resolved and reported in line with contractual requirements.
• Establish and oversee quality assurance frameworks, audits and reviews to assess compliance with service standards and specifications.
• Monitor compliance with contractual, legislative and policy requirements and manage non‑conformances and corrective actions to closure.
• Develop and oversee training programs for staff and Service Delivery Partners to support safety, quality and contract capability.
• Analyse trends from complaints, audits and performance data to inform continuous improvement and governance reporting.

What You'll Bring

• Qualification in quality management, compliance, training, business or a related discipline, or equivalent practical experience.
• Experience leading quality assurance, compliance or audit functions within contract‑based service delivery environments.
• Proven capability overseeing complaints management processes and corrective action frameworks.
• Experience developing and coordinating training programs for operational teams and subcontractors.
• Strong analytical, reporting and stakeholder engagement skills with a focus on continuous improvement.

More than anything, you will bring sound judgement, a collaborative approach and a commitment to delivering safe, compliant and continuously improving service delivery for our customer and the communities we serve.

Why Downer?

At Downer, the work you do matters. We deliver and support essential services and infrastructure that people and communities rely on every day. When you join us, you will be supported to grow, contribute to something meaningful and shape a future that works for you.

Support you can count on

Safety comes first. You will be part of a team that looks out for each other, with practical support and benefits to help you thrive at work and outside it.

• Training and development to build your capability and support your career.
• Employee Assistance Program providing professional support for you and your family when you need it most.
• Perks@Downer, including healthcare discounts and savings across a range of everyday purchases.
• A strong focus on safety, wellbeing, inclusion and working together as one team.

Be part of something big

Across government, health, education, defence, social housing and essential facilities, our people help deliver services that matter to millions. Your skills and experience will help keep essential services running and communities thriving.

Shape your future

Whether you want to deepen your expertise, move into leadership or take on a new challenge, you will have access to opportunities across teams, projects and locations to shape a career that works for you.