The VBA has an exciting new opportunity available within the Consumer, Systems and Improvement team as a Senior Complaints Advisor.
The Senior Complaints Advisor is responsible for contributing to a positive consumer-centric culture by supporting best practice complaints management across the VBA.
Core activity includes whole-of-organisation complex complaint management and system improvement, research and analysis, complaint reviews, reporting, root cause analysis, coordinating/leading improvement initiatives and liaising with a range of internal and external stakeholders. The role also supports continuous learning and the promotion of best practice complaints management practice across the VBA.
Who we are looking for; Strong consumer focus and the ability to establish and maintain relationships with a range of stakeholders in complex environmentsAbility to use conceptual and analytical skills to solve complex problems with a proven ability to interpret and apply legislation and technical matters to identify appropriate courses of actionexperience managing a dynamic and complex complaints caseload, including identifying opportunities for early resolutionExperience in a regulatory environment aligned to the building and plumbing industryTertiary qualification in business, policy or other relevant field VBA Commitment We value diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. We're hoping to find a broad range of experiences, and people from all backgrounds and communities to join us at the VBA.
We invite you to talk to us about any preferences or adjustments you may need to either our recruitment process or the role itself. If you identify as a person with disability, please let us know how we can provide additional support to your application. If this is you, please don't hesitate to get in touch via ****** .
We value and encourage flexibility for all, and so we support all our roles to be worked flexibly in some way, including part-time, to support a diverse, adaptive, and high-performing workforce. We encourage you to discuss flexible work options with the hiring manager during the recruitment process.
Working at the VBA - what you can expect A hybrid working modelChallenging work and a continuous learning environmentFlexible work options including compressed work schedules, flexible start and finish times, and purchased leave options. How to Apply We require you to upload:
A detailed copy of your resumeA cover letter outlining your relevant experience and how you feel it aligns to the role.Only electronic applications submitted via careers.vic.gov.au will be accepted. This search field captures job vacancies located in a specific town, city or region. Job Function The Job Function provides a comprehensive lists of job categories. Choose one or multiple job functions that most suit your experience.
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