Complaints Assessment Officer — Integrity & Governance

Victorian Government; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Communication skills

Empathy

Resilience

Job description

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.