Lead Officer, Dispute Resolution

Building and Plumbing Commission; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

Building and Plumbing Commission – Melbourne VIC is seeking a Lead Officer, Dispute Resolution to guide a dedicated Client Services team within the Dispute Resolution Division.

You will lead a team of Dispute Resolution Officers, shaping case management strategies and coaching staff to deliver high-quality, client-centred services with a focus on timely resolution.

Qualifications

• Working knowledge of legislation including the Domestic Building Contracts Act 1995.
• Experience leading a team to deliver high-quality, client-centred services.
• Ability to coach and develop team capability to ensure consistent service delivery.
• Ability to manage case allocation and workflow for timely client service and early resolution.
• Strong stakeholder engagement and relationship-building skills.

Responsibilities

• Provide direct leadership of a team of Dispute Resolution Officers.
• Develop case management strategies to identify early resolution opportunities.
• Coach and mentor team members to build capability and consistency.
• Ensure timely client service and efficient workflow through effective allocation.
• Engage with stakeholders to maintain reliable dispute resolution services.

Skills

Leadership

Coaching & mentoring

Case management

Stakeholder engagement

Legislation knowledge

Education

National Mediator Accreditation

Job description

Building and Plumbing Commission – Melbourne VIC

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 specificresponsibilitiesplease 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 *******@bpc.vic.gov.au.

Flexible work arrangements are available we encourage you to discuss any preferences during the recruitment process.

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.