Stakeholder Support Officer

Essential Services Commission Victoria; City of Melbourne; Hybrid; AUD 52,000 - 66,000; Full time

Job summary

Essential Services Commission Victoria is seeking a Stakeholder Support Officer to respond to stakeholder queries about the VEU program and assist consumers with energy upgrades. The role emphasizes clear communication, problem-solving, and collaboration across teams.

It is a fixed-term, 6-month position located at 570 Bourke Street, Melbourne with hybrid work arrangements. Responsibilities include handling complaints, drafting correspondence, recording issues, and maintaining relationships with

Qualifications

• Excellent communication and interpersonal skills are essential.
• Strong problem-solving abilities with a customer-focused approach.
• Ability to manage multiple tasks and respond to inquiries efficiently.

Responsibilities

• Respond to stakeholder queries via phone and email regarding the VEU program.

Skills

Communication skills

Interpersonal skills

Problem solving

Job description

The Essential Services Commission is Victoria's independent economic regulator of essential services supplied by a range of industries. The commission's functions include:

• making regulatory decisions with respect to prescribed industries (including price determinations, licensing, customer protection and access disputes).
• undertaking reviews and providing advice to Ministers on a range of economic and regulatory matters.
• administering the Victorian Energy Upgrades program.

About the role

Reporting to the Team Leader Engagement, the Stakeholder Support Officer is primarily responsible for responding to telephone and email queries and complaints from external stakeholders relating to the VEU program.

The role requires providing support to consumers to resolve complaints relating to the marketing of VEU upgrades and any issues that arise following the installation of energy efficient products under the program. The role involves extensive interaction with program participants in troubleshooting and resolving stakeholder queries and working in collaboration with teams across the division as required.

The role requires a combination of outstanding communication, interpersonal and problem-solving skills, a desire to achieve positive outcomes and ability to empathise with consumers and other stakeholders.

This is a fixed term, 6-month position. The work location for this position is 570 Bourke Street, Melbourne with hybrid work arrangements available.

Key accountabilities

• Respond to stakeholder queries relating to the VEU program, including consumer complaints
• Provide information to support new accreditations, product approvals and activity claims.
• Record and classify complaints and queries, maintaining internal databases, ensuring issues are addressed and escalated as required.
• Draft email and other correspondence relating to the administration of the program in line with policies and procedures.
• Develop and maintain productive relationships with program participants, commission staff and other government agencies to ensure the objectives of the program are achieved.
• Contribute to the development of new and existing administrative processes, procedures and system improvements.

Please refer to the attached position description for the principal functions and key selection criteria.

Our commitment to fostering a diverse, inclusive and flexible workplace.

Be part of a highly respected and professional organisation that allows you to apply your knowledge while supporting flexible working arrangements that allow you to balance work and life. You'll be working in a dynamic and collaborative environment with opportunities for professional growth.

We are Equal Employment Opportunity employer with inclusive leaders committed to driving a workplace culture that prioritises equity, safety, respect, and flexibility for all staff. We uphold the principles of Aboriginal self-determination in caring for our community.

We welcome applicants from a diverse range of backgrounds, including Aboriginal and/or Torres Strait Islander peoples, people of any age, gender identity, parental/carer status, ability, religion, or cultural backgrounds.

If you require any adjustments to equitably participate in the recruitment process or need an alternative format to any of the application material, please contact [e-mail] for support.

Other relevant information

Applicants must have corresponding work rights for the advertised employment period to be appointed to this role. Ongoing positions are only available to Australian/New Zealand citizens or Australian Permanent Residents.

Preferred applicants are required to undergo mandatory pre-employment screening, which includes a national criminal history check, right to work verification, qualification checks, statutory declaration disclosing any previous misconduct investigations and declaration of private interests.

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