Senior Victims' Complaints & Investigations Lead (Hybrid)

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

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