About the role:

Reporting to the Manager Integrity and Complaints, the Senior Complaints Officer supports the strategic management of the department's feedback handling policies and procedures, the Feedback Management System (FMS) which records feedback and complaints and responses to Victorian Ombudsman enquiries.

The role provides secondary consultation to staff in the department regarding responding to complaints, responses to Victorian Ombudsman enquiries, requests for contact and feedback. The portfolio maintains and updates resources used by officers across the department and triages feedback and complaints that are submitted via the FMS.

The Integrity and Complaints team delivers a central, accessible service for receiving and managing integrity matters and complaints from staff, service users and the community. The team assesses each matter to determine the most appropriate response, prioritising timely resolution where possible and escalation or referral where issues are serious, systemic or in the public interest. The team supports fair outcomes, statutory compliance and service improvement by applying consistent processes and learning from complaints and integrity matters.

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

About you:

Can you demonstrate the following?





- Prepare operational and practice initiatives to meet the strategic directions for managing and delivering high quality complaints management services.
- Develop compliance and evaluation strategies to monitor and manage service delivery performance
- Provides advice and analysis which influences complaints management policy and processes and approaches to stakeholder engagement
- Negotiates with stakeholders and peers with the object of gaining co-operation and meeting timelines for delivery of response or advice
- Develops briefs on highly complex issues that provide options for discussion and consideration and will contribute to the development of a set of final options for decision
- Draft and develop material including the preparation of Cabinet and Cabinet related material, Ministerial and Secretary briefings and meeting papers, agendas, minutes and reports.

Qualifications / Specialist Expertise

- A tertiary qualification in fields related to community services, health administration or business management would be desirable.
- Experience in complaints handling in the Victorian Public Service is desirable.

What we offer:

- The prospect to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service.




- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply: Applications should include a resume and a cover letter. Click the `Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds.

Please contact us if you require any adjustments to participate in the recruitment process at [email protected]. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

If you have any queries in relation to participation in recruitment processes at Health, or experience any issues in applying, please feel free to email [email protected]. Please note that unsolicited applications from third parties cannot be accepted. If you have questions regarding the role, please message the contact person listed on the advertisement directly.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in line with our Privacy Policy.

📌 Senior Complaints Adviser, Legal & Governance (CBD)
🏢 Victorian Government - Department of Health
📍 CBD