Organisation: Independent Broad-based Anti-Corruption Commission
Occupation: Customer Service/Call Centre
Reference: VDT35_1736988551
Location: Melbourne CBD with hybrid/flexible working arrangements
Employment Type: Fixed Term until 19 December 2025, VPS3 $76,817 - $85,048 + super
Applications close: 11:59pm, Wednesday 29th January 2025
Our organisation IBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.
Our vision is a public sector and police that acts with integrity for all Victorians.
Our team People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.
IBAC's values are incorporated in professional skills and behaviours for the position:
We Lead by exampleAct ImpartiallyWork TogetherBehave with RespectStrive for ExcellenceYour new role We have an opportunity for an individual to join our Complaint and Assessment Services team as an Engagement and Early Resolution Officer on a full-time, fixed term basis.
Reporting to the Manager, Engagement and Early Resolution, the role will act as one of the first points of contact from members of the public to IBAC, responding to enquiries and receiving verbal and written complaints.
The role is also responsible for the assessment of low complexity complaints.
This role requires you to engage with complainants who are members of the Victorian community about sometimes difficult and sensitive issues during the complaint management process.
The role will expose you to complaints about subject matters that may be trauma-related and sensitive in nature.
You will be managing a portfolio of cases where the complainant making the complaint has been impacted by traumatic incidents and can present with challenging and confrontational behaviours.
The Engagement and Early Resolution Officer will have excellent interpersonal skills and the ability to have courageous conversations and provide information about IBAC's role, jurisdiction and complaint outcomes in an accessible and empathetic way.
As the Engagement and Early Resolution Officer, you will have well-developed skills in building resilience and the ability to manage your own wellbeing whilst being responsive to the needs of complainants who engage with IBAC.
The successful candidate will work within a team and work towards team and/or unit goals.
At IBAC, working collaboratively is key to our success.
Duties include: Receiving enquiries and complaints by telephone as well as in a written format, from members of the public and providing a high level of customer service in line with IBAC's service delivery charter.Assessing complaints to IBAC relating to corruption or serious misconduct by public officers and government bodies, including police personnel misconduct.Communicating difficult messages and having courageous and challenging conversations with a diverse range of stakeholders in an empathetic manner.Managing a portfolio of cases in an efficient manner and taking all necessary case management actions within expected timeframes, including collaborating with various internal and external stakeholders.We are looking for candidates with the below experience and capabilities: Demonstrated excellent customer service experience and responding in a highly resilient manner to sensitive, complex, and challenging telephone enquiries and subject material.Demonstrated excellent communication, conflict management and interpersonal skills and the ability to provide high quality and accurate information when responding to queries from the Victorian community.Excellent organisational skills and the ability to work in a fast-paced and high-volume environment with excellent attention to detail.Relevant tertiary qualifications and/or experience in case management including demonstrated experience in undertaking assessments under legislation and operating within defined policies and procedures.Due to the requirement to attain a Negative Vetting 1 security clearance, candidates must be an Australian citizen at the time of application.
Due to a conflict-of-interest, IBAC is unable to accept applications for secondment from Victoria Police employees.
Apply now All applications should include:
a 1-page cover letter addressing the following questions:A summary of your telephone-based customer service experience;A summary of your experience in assessing complaints;What value, skills or experience you would add to the team; andHow do you manage being exposed to complaints and enquiries that include trauma-related or other sensitive subject matter.a resume (no longer than 5 typed pages)responses to the administrative screening questions within the application processPDF documents are preferred.
If you encounter technical issues when applying, please email .au.
For further information regarding the role, please contact Bruce Rego, Manager, Engagement and Early Resolution on (03) 8635 6259.
We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.
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