Senior Resolution Adviser

Victorian Legal Services Board and Commissioner; Melbourne; Hybrid; AUD 95,000 - 125,000; Full time

Benefits offered by this job

Flexible working

Culture of pride

Wellbeing programmes

Collaborative structure

Purpose-driven regulation

Job summary

The Victorian Legal Services Board and Commissioner is seeking a Senior Resolution Adviser to join the Conduct & Compliance Team. You will assess service and conduct complaints from consumers about lawyers and ensure they are appropriately managed, resolved or referred within our organisation.

We seek candidates with a deep understanding of legal practice regulation, solid customer service or regulatory experience, and excellent communication and negotiation skills.

Qualifications

• Understanding of operation and regulation of legal practice; ability to interpret legislation and case law relating to complaints against lawyers.
• Experience in customer service, complaints handling, government or regulatory settings.
• Strong communication and negotiation skills; a law qualification is highly regarded.

Responsibilities

• Assess service and conduct complaints from consumers about lawyers and ensure they are appropriately managed, resolved or referred within the organisation.
• Contribute to improving regulatory processes and ensure timely, fair outcomes for the public and the profession.

Skills

Regulatory understanding

Customer service experience

Communication skills

Negotiation skills

Education

Tertiary law qualification

Job description

Victorian Legal Services Board and Commissioner - Melbourne VIC

Can you tell me more about what you do at VLSB+C?

Great question! We're really proud of the work we do. We are the regulator of the Victorian legal profession. We license lawyers and oversee service standards and conduct. This includes handling complaints about lawyers, investigating poor conduct and overseeing management of trust accounts. We are also the stewards of the public purpose and fidelity funds and administer these to support legal regulation and access to justice in Victoria.

We are a modern best practice regulator, using data and insights to help identify where our actions can have the greatest impact on ensuring ethical and professional legal practice by Victorian lawyers. We are passionate about maintaining and protecting the rule of law by ensuring the integrity of the legal profession.

Okay, and what role are you recruiting for?

We're looking for a Senior Resolution Adviser to join our Conduct & Compliance Team. You will be responsible for assessing service and conduct complaints from consumers about lawyers, and ensuring the complaints are appropriately managed, resolved or referred with another part of the organisation.

This is getting interesting, what type of person are you looking for?

We're looking for passionate and driven people to work with us as we continue to enhance our services to the Victorian public.

We are looking for candidates with the following:

• A well-developed understanding of the operation and regulation of legal practice and a high level of understanding of how to interpret and apply legislation and case law relating to complaints made against lawyers
• Substantial experience in a customer service, complaint handling, government or regulatory environment
• High level of communication and negotiation skills
• A tertiary qualification in law will be highly regarded.

That sounds like me! How are you different from other organisations?

We're really excited by our organisation, we offer:

• Flexibility: We have work leading edge flexible working options including part-time, compressed hours, flexible start time, up to 2 days working from home.
• Culture: Our People Matter Survey results reflect our staff are proud to work for the VLSB+C.
• Wellbeing: We have an active Social Club and Health and Wellbeing Committee that promote fun and engaging activities throughout the year
• Partnership: our horizontal structure allows for morepartnershipwith your colleagues and other teams
• Purpose: We play a key role in regulating the legal practice in Victoria

I want to know more!

Vesna Petrovski would love to hear from you on **********@lsbc.vic.gov.au if you have questions about the role.

Other relevant information:

Appointment will be subject to abiding by our Flexible Working Procedure which defines the number of required in-office days at our office (including the 'team day' of your team) and completion of the VPS Pre-Employment Statutory Declaration, Misconduct Declaration and Consent Form and the Pre-Employment Health Declaration.

Your appointment may be subject to a satisfactory National Police Record Check, provision of evidence of qualifications required for your position and/or a probation period.