Complaints Adviser, Legal & Governance

About this role

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life. About the role: Reporting to the Manager Integrity and Complaints, the Complaints Adviser supports the effective management of complaints, feedback and compliments received by the Department of Health. The role is responsible for triaging, coordinating and monitoring matters received through the department's Feedback Management System (FMS), including complaints, requests for contact, compliments and Victorian Ombudsman enquiries and investigations. The position provides advice and support to departmental staff on complaint handling processes, feedback management and responses to Victorian Ombudsman matters. It contributes to the ongoing administration and improvement of complaint handling frameworks, policies, procedures and resources, and supports the delivery of a consistent, timely and responsive approach to managing feedback and complaints across the department. 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? • Triage, coordination and management of complaints including matters referred via email, the Feedback Management System (FMS), telephone, written correspondence, and matters that have been escalated within the department or from regulatory agencies such as the Victorian Ombudsman. This includes investigating and responding to potentially disruptive, difficult or vexatious complainants in line with departmental policies and guidelines. • Participate in the improvement of complaint policies, procedures and guidelines. • Foster positive relationships across the department and externally with a focus on continual service improvement. • Demonstrated willingness to be flexible and adaptable to changing priorities with the ability to meet deadlines while working in pressured situations • Demonstrate how the actions and outcomes of this role and work unit impact clients and the department's ability to deliver, or facilitate the delivery of, effective support and services. • 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 • Experience working within Victorian Government, with an understanding and knowledge of governmental business systems, processes and structures is desirable. • Demonstrated experience in managing complaints, enquiries or feedback matters is desirable. What we offer: • The opportunity 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 & Sector. • 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 Vi ctorians. 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 recruitment processes at Health, or experience any issues in applying, please feel free to email [email protected] . Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact 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 the strictest confidence in line with our Privacy Policy .