Senior Case Management Advisor - Complex Complaints

Building and Plumbing Commission; City of Melbourne; Híbrido; AUD 109.000 - 148.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Case management

Stakeholder engagement

Analytical thinking

Policy interpretation

Communication

Descripción del empleo

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