Complaints Assessment Officer

Victorian Government; Melbourne; Presencial; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Integrity Oversight Victoria in Melbourne is seeking a Complaints Assessment Officer to join a small, collaborative team and manage the organisation's complaints function.

You will assess, control and respond to a diverse range of complaints, applying the Complaint Handling Framework and service standards while maintaining information management requirements. Reporting to the Manager, Complaints, you will communicate with complainants and determine next steps.

Formación

• Excellent written and verbal communication for diverse complainants.
• Ability to analyse complex information and make sound judgments.
• Capability to navigate sensitive conversations with empathy and professionalism.

Responsabilidades

• Manage complaints in accordance with the Complaint Handling Framework.
• Communicate with complainants, including vulnerable individuals, and assess issues.
• Liaise with integrity bodies and determine appropriate next steps.
• Contribute to policy improvements and the delivery of integrity responses.

Conocimientos

Analytical skills

Communication skills

Empathy

Resilience

Descripción del empleo

Work Type: Ongoing - Full-time or part-time

Grade: VPS 4

Occupation: Governance and risk management

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/VI0037A

Join Integrity Oversight Victoria (IOV) as our Complaints Assessment Officer and play a vital role in managing complaints, resolving complex issues and contributing to continuous improvement across Victoria’s integrity system.

This opportunity is for you, if:

• You’re looking for an interesting, ongoing position which offers flexibility and development opportunities.
• You’re passionate about fairness, service excellence, and delivering meaningful outcomes for the community.
• You’re a confident communicator who can navigate sensitive conversations with empathy, professionalism and resilience.
• You bring strong analytical and communication skills and sound judgement.
• You’re motivated to improve processes, strengthen integrity and contribute to a collaborative, high-performing team.

Job Overview

Reporting to the Manager, Complaints and working as part of a small collaborative team, the Complaints Assessment Officer (CAO) plays a crucial role in the delivery of IOV's complaints function.

Responsibilities include managing complaints in accordance with IOV's Complaint Handling Framework, service standards and information management requirements. The CAO communicates with a diverse range of complainants, including vulnerable individuals, assessing complaints, liaising with integrity bodies and determining and advising onthe appropriate next steps.

The CAO also contribute to the continued improvement of internal policies and procedures and to the delivery of IOV's integrity responses.

For more information regarding this position, please see the attached position description.

How to apply

Please click the “Apply now” button on this advertisement and ensure that your application includes the following:

• resume
• covering letter of no more than 2 pages in total demonstrating your suitability for the position including addressing the first 3 Key Selection Criteria.

Closing date for applications is 11.59pm, 26 October 2026.

Other relevant information

For further information regarding Integrity Oversight Victoria please visit our website at www.integrityoversight.vic.gov.au

For enquiries regarding the position please phone the contact person listed in the position description.

Integrity Oversight Victoria values the contribution of all employees and fair and equitable treatment of all people is integral to all activities. As such, Integrity Oversight Victoria will make reasonable adjustments for applicants with disabilities.

Employment of successful candidates will be subject to:

• Reference checks, completion of a pre-employment misconduct screening declaration and consent form, and a pre-employment criminal record check.
• Undertaking an oath or affirmation as prescribed in Section 30 of Integrity Oversight Victoria Act 2011.
• A Negative Vetting 1 security clearance is mandatory and will be required to be obtained once engaged and maintained for the duration of employment with Integrity Oversight Victoria.

Integrity Oversight Victoria is committed to maintaining the privacy of personal information. Personal information received during the recruitment process is managed in accordance with the Privacy and Data Protection Act 2014 and the Health Records Act 2001. Integrity Oversight Victoria recruitment processes include considering and responding to your job application. In some circumstances, in order to assess your suitability for the role, we may seek to contact one or more referees who are not specified in your application. Any proposal to contact an unspecified referee will be discussed with you first and your consent will be sought before doing so. A failure by you to provide consent to contact unspecified referees may, in some circumstances, result in your application not being considered further. You may request a ccess to your personal information by contacting Integrity Oversight Victoria.

Applications close Monday 26 October 2026 at 11.59pm