Enquiries and Complaints Officer

Victims of Crime Commissioner; Melbourne; On-site; AUD 101,000 - 114,000; Full time

Job summary

Victims of Crime Commissioner in Melbourne VIC seeks an enquiries and complaints officer to help victims raise concerns and find support. You will deliver fair complaint reviews and clear advice to foster trust and accountability.

The role emphasizes listening with respect, explaining rights in plain language, researching concerns, and preparing accurate investigation plans and letters. A relevant tertiary qualification is helpful, and experience with case management systems is preferred.

Qualifications

• Experience providing helpful service and handling complaints.
• Skills with case management systems and electronic document systems.
• Ability to work independently and as part of a team.
• Sound judgement and careful listening to handle conversations.
• A relevant tertiary qualification will strengthen your application.

Responsibilities

• Listen to victims of crime and respond with respectful advice that recognises how trauma can affect people.
• Assess complaints and explain rights, support options and next steps in plain language.
• Research concerns and support investigations into possible breaches of the Victims' Charter.
• Prepare accurate investigation plans, reports and letters, and keep case records up to date.
• Work with colleagues and public sector agencies to resolve concerns and improve services.

Skills

Helpful service

Complaint handling

Investigations

Case management systems

Independent work

Active listening

Education

Relevant tertiary qualification

Tools

Electronic document systems

Case management software

Job description

Victims of Crime Commissioner – Melbourne VIC

• Help victims of crime find answers and understand their rights.
• Use your complaint handling skills to help people feel heard.
• Support investigations that hold services to account.
• Build your experience while doing work that makes a difference.
• Ongoing, full-time role earning $100,894 - $114,476 per year, plus super.

About us

The Victims of Crime Commissioner is an independent statutory officer who advocates for victims of crime in their dealings with the justice system and government agencies. This means the Commissioner is not part of government or other agencies in the justice system.

What you will do

As enquiries and complaints officer, you will help victims of crime raise concerns and find support.

You will support the Victims of Crime Commissioner's work through fair complaint reviews and clear advice.

You will:

• listen to victims of crime and respond with respectful advice that recognises how trauma can affect people
• assess complaints and explain rights, support options and next steps in plain language
• research concerns and support investigations into possible breaches of the Victims' Charter
• prepare accurate investigation plans, reports and letters, and keep case records up to date
• work with colleagues and public sector agencies to resolve concerns and improve services.

About you

You do not need a mandatory qualification for this role. A relevant tertiary qualification will strengthen your application.

You should also have:

• experience providing helpful service and handling complaints or supporting investigations
• skills in case management systems and electronic document systems to keep accurate records
• the ability to work independently, contribute to a team and adapt when priorities change
• sound judgement and careful listening skills to solve problems and handle difficult conversations with people from diverse backgrounds.

To learn even more about this role, please read the position description. If you have any further questions, feel free to email Lina Christou at *************@vocc.vic.gov.au.

Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

IMPORTANT INFORMATION:

Child safe statement of commitment

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.