Senior Complaints & Investigations Lead (Hybrid Role)

Victims of Crime Commission; Melbourne; Hybrid; AUD 116,000 - 141,000; Full time

Job summary

The Victims of Crime Commission in Melbourne is seeking a Senior Complaints & Investigations Officer to lead reviews of complaints under the Victims' Charter and oversee complex investigations. You will support victims in raising concerns about justice agencies and services across Victoria.

You will direct a small team, interview witnesses, review evidence, and prepare clear reports and letters. This role offers hybrid work options and a strong commitment to trauma-informed practice.

Qualifications

• You do not need a mandatory qualification for this role.
• A tertiary qualification in law or a related field would be well regarded.
• Experience managing administrative investigations with a focus on people's needs.
• Skills in writing and editing clear reports and letters, working independently and with others.
• Confidence using case management and electronic document systems.
• People leadership and problem-solving skills, ideally with experience supporting people affected by trauma.

Responsibilities

• Lead reviews of complaints under the Victims' Charter and manage investigations.
• Help victims raise concerns about justice agencies and support services.
• Lead fair complaint assessments and investigations, interview witnesses and review evidence.
• Guide your team to provide respectful support that recognises trauma effects.
• Prepare clear investigation plans, reports and letters to support the Commissioner's work.
• Improve complaint handling, manage workloads and build strong relationships with agencies.
• Identify system-wide problems and use trends to shape changes.

Skills

People leadership

Case management

Report writing

Interview witnesses

Education

Law degree

Tools

Case management software

Electronic document systems

Job description

The Victims of Crime Commission in Melbourne is seeking a Senior Complaints & Investigations Officer to lead reviews of complaints under the Victims' Charter and oversee complex investigations. You will support victims in raising concerns about justice agencies and services across Victoria.

You will direct a small team, interview witnesses, review evidence, and prepare clear reports and letters. This role offers hybrid work options and a strong commitment to trauma-informed practice.