Senior Complaints & Investigations Officer

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

Benefits offered by this job

Hybrid work options

Job summary

Victims of Crime Commissioner in Melbourne, VIC, Australia is seeking a Senior Complaints & Investigations Officer to lead reviews of complaints under the Victims' Charter and to support victims in raising concerns about justice agencies. The role involves guiding a team through sensitive investigations, preparing clear plans and reports, and improving complaint handling across agencies.

A tertiary law-related qualification is preferred, with trauma-aware leadership and strong written

Qualifications

• No mandatory qualification required for this role.
• Tertiary qualification in law or related field would be well regarded.
• Experience managing administrative investigations with a focus on people’s needs.
• Strong writing and editing of 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 fair complaint assessments and investigations, interview witnesses and review evidence.
• Guide the team to provide respectful support that recognises the effects of trauma.
• Prepare clear investigation plans, reports and letters to support the Commissioner’s work.
• Improve complaint handling, manage workloads and build strong working relationships with agencies.
• Identify system-wide problems and use complaint trends to help shape changes.

Skills

Investigations

Leadership

Complaints handling

Trauma-informed approach

Stakeholder engagement

Education

Tertiary qualification in law or related field

Job description

Senior Complaints & Investigations Officer

Victims of Crime Commissioner – Melbourne VIC

• Lead investigations that help uphold the rights of victims of crime.
• Guide a team through sensitive complaints and complex cases.
• Use your skills in a role with hybrid work options.
• Ongoing, full-time role earning 116,413 - $140,849 per year, plus super.

About us

The Victims of Crime Commissioner is an independent statutory officer who advocates for victims of crime in their dealings with the justice system and government agencies. This means the Commissioner is not part of government or other agencies in the justice system.This means the Commissioner is not part of government or other agencies in the justice system.

What you will do

As senior complaints and investigations officer, you will lead reviews of complaints under the Victims' Charter. You will help victims of crime raise concerns about justice agencies and support services.

You will:

• lead fair complaint assessments and investigations, interview witnesses and review evidence
• guide your team to provide respectful support that recognises the effects of trauma
• prepare clear investigation plans, reports and letters to support the Commissioner's work
• improve complaint handling, manage workloads and build strong working relationships with agencies
• identify system-wide problems and use complaint trends to help shape changes.

About you

You do not need a mandatory qualification for this role. Your tertiary qualification in law or a related field would be well regarded.

You should also have:

• 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.

Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

IMPORTANT INFORMATION:

Child safe statement of commitment

The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.