Lead Officer, Dispute Resolution

BPC; Melbourne; Hybrid; AUD 116.000 - 141.000; Vollzeit

Benefits dieser Stelle

Flexible work arrangements

Zusammenfassung

BPC in Melbourne–CBD seeks a Lead Officer, Dispute Resolution to lead a dedicated Client Services team and drive high‑quality, client‑centred dispute resolution outcomes. You will coach staff, manage case allocation, and pursue early resolution opportunities to ensure timely service.

This ongoing full‑time role offers a salary in the range of AUD 116,413 to AUD 140,849 per year.

Qualifikationen

• Experience leading a team to deliver high-quality client-centered services.
• Working knowledge of Domestic Building Contracts Act 1995.
• National Mediator Accreditation and dispute resolution experience desirable.

Aufgaben

• Lead a team of Dispute Resolution Officers to deliver high-quality service.
• Develop case management strategies to enable early resolution.
• Coach and mentor team members to build capability and ensure consistent service delivery.

Kenntnisse

Team leadership

Dispute resolution

Coaching

Stakeholder engagement

Ausbildung

National Mediator Accreditation

Tools

Case management

Jobbeschreibung

# Lead Officer, Dispute Resolution* Melbourne - CBD* Customer Service / Call Centre* Ongoing - full time## About this role**About the Role:** An exciting ongoing opportunity exists for a Lead Officer, Dispute Resolution to join a dedicated Client Services team supporting the operation of the Dispute Resolution Division.The role of Lead Officer, Dispute Resolution is responsible for providing direct leadership of a team of Dispute Resolution Officers to deliver a high standard of service to Dispute Resolution clients. The Lead Officer supports Dispute Resolution Officers with case management strategies, including identifying opportunities for early resolution, as well as providing coaching and mentoring to build capability within their team and ensure consistent service delivery. **What we are looking for:** A working knowledge of relevant legislation and Acts including but not limited to the Domestic Building Contracts Act 1995 * Demonstrated ability to lead a team to deliver high‐quality, client‐centred services* Proven capability in building team capability through coaching, mentoring and development.* Ability to effectively manage case allocation and workflow to ensure timely client service and early resolution opportunities.* Strong stakeholder engagement and relationship‐building skills to ensure consistent service delivery.* National Mediator Accreditation and dispute resolution/conciliation experience desirable.For specific responsibilities please review the attached position description. This position is only open to applicants with relevant rights to work in Australia. **About the BPC** BPC is Victoria's regulator for building and plumbing. It supports the growing Victorian community through the developments of harms-based regulation that is proactive and informed by data and intelligence. The BPC regulates for better consumer outcomes and is committed to safety, compliance and buildings that last. The BPC's aim is to improve the experience for consumers in the building system by overseeing all aspects of building quality control - regulation, insurance and dispute resolution. The BPC aspires to be a leading and trusted regulator, emphasising consumer outcomes, clear communication with practitioners, efficient processes, and a commitment to public interest The BPC brings key regulatory, dispute resolution, and insurance functions related to the building and plumbing industry together under one roof, streamlining the process for consumers and industry, and enabling the regulator to have oversight of all complaints so they can be handled more effectively and efficiently. **Commitment to Diversity** We celebrate the diversity of our workforce. The BPC values the benefits all our differences make and takes inclusion seriously. We welcome applications from Aboriginal and Torres Strait Islander people; Women, including into leadership and non-traditional areas; Neurodivergent people, People with Disability; Culturally and Linguistically Diverse/Marginalised people; Sexually and Gender Diverse people and from people at all stages of their careers. In short, we welcome people from all backgrounds and communities. We are committed to making our recruitment process accessible. If you have any accessibility requirements or need adjustments, please contact us at [e-mail]. Flexible work arrangements are available we encourage you to discuss any preferences during the recruitment process. **How to Apply** We require you to upload: * an **up-to-date** resume.* Please include a cover letter detailing why you are interested in the opportunity and highlighting the skills and experience relevant to the responsibilities of this position and the key selection criteria.**Important information** Only electronic applications submitted via careers.vic.gov.au will be accepted. Candidates deemed suitable from a selection process may be considered for identical or similar vacancies within 6 months. The BPC operates within the Victorian Public Sector; employment conditions are governed by the Victorian Building Authority Enterprise Agreement 2024. As such Recognition of Prior Service from other VPS agencies should be discussed with the hiring manager as part of the recruitment process.## Job details| | || --- | --- || Job Reference: | VG/BPC/DIRE/LODR7132 || Location: | Melbourne - CBD || Work Type: | Ongoing - full time || Job Function: | Customer Service / Call Centre || Classification: | VPSG5 || Salary Range: | $116,413 - $140,849 || Job Duration: | N/A || Date posted: | 05-Nov-2026 || Application Close Date: | 19-Nov-2026 || Attachments: | PD - Lead Officer Dispute Resolution - Grade 5.pdf (PDF, 282KB)Position Description || Contact: | Andrew Howard [e-mail] |