Senior Case Management Advisor

Building and Plumbing Commission; City of Melbourne; Hybrid; AUD 109,000 - 148,000; Full time

Job summary

Building and Plumbing Commission in Melbourne is seeking a Senior Case Management Advisor to manage complex complaints, support procedural fairness and drive continuous improvement in the complaints framework. You will collaborate with diverse stakeholders to refine triage, escalate risky cases and ensure consistent quality assurance.

The role emphasizes strong written and verbal communication, analytical interpretation of policy and legislation, and the ability to balance priorities in a

Qualifications

• Experience managing complex complaints and investigations.
• Ability to interpret legislation and policy to inform decisions.
• Strong stakeholder engagement and communication skills.
• Ability to work with competing priorities in a fast-paced environment.
• Commitment to continuous improvement and impartial decision-making.

Responsibilities

• Provide a central point for the internal escalation, prioritisation and triage of complaints.
• Lead best practice triage and embed risk and escalation frameworks.
• Provide advanced case management of escalated complaints.
• Safeguard the complaints process through quality assurance and confidentiality.

Skills

Case management

Stakeholder engagement

Analytical thinking

Policy interpretation

Communication

Job description

Building and Plumbing Commission – Melbourne VIC

Make a meaningful difference through complex case management and continuous improvement.

Salary from $128,635 per annum plus super

About the Role:

We're seeking an experienced and passionate professional to join our team as a Senior Case Management Advisor. In this role, you'll be at the forefront of resolving complex complaints, supporting procedural fairness and championing best practice complaint management across the organisation. You'll work collaboratively with a diverse range of stakeholders, using your expertise to identify opportunities for improvement, enhance customer experiences and help shape the future of our complaints management framework.

The role is responsible for:

• Providing a central point for the internal escalation, prioritisation and triage of those complaints made by practitioners and members of the public about the BPC's decisions and services;
• Best practice triage of complex complaints, refining, embedding and socialising risk and escalation frameworks;
• Advanced case management of escalated complaints; and
• Safeguarding the complaints process by providing consistent quality assurance, principles of procedural fairness and navigating complaint confidentiality to support key stakeholders.

What we are looking for:

• Experience managing complex complaints and investigations, delivering fair, risk-based and evidence-informed outcomes.
• Strong analytical skills, with the ability to interpret legislation, policy and complex information to inform decision-making.
• Excellent stakeholder engagement skills, building trusted relationships and effectively managing challenging conversations.
• Exceptional written and verbal communication skills, producing clear, concise reports, briefings and correspondence.
• A resilient and organised approach, managing competing priorities and complex caseloads in a fast-paced environment.
• High levels of integrity and professionalism, with a commitment to continuous improvement, innovation and impartial decision-making.

For more information please visit the position description at Careers.vic.gov.au

About the BPC

The Building & Plumbing Commission (BPC) is Victoria's regulator for building and plumbing.

It supports the growing Victorian community through the developm ents 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 differences people bring 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.

We are committed to providing a safe, inclusive and accessible recruitment process. If you have any accessibility requirements or need adjustments at any stage of the process, please contact us at *******@bpc.vic.gov.au.

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