Complaints Resolution Officer

About this role

About Us The Victorian Ombudsman (VO) provides a free, independent, accessible and impartial service to the public. Our purpose is to ensure fairness for the public in their dealings with the Victorian public sector, to improve public administration, and engage within both public organisations, the government sector and the broader community. The Ombudsman Act 1973 (Vic) is the governing legislation. The VO’s role is to ensure that the services of state and local government, and other public organisations are delivered in a fair and reasonable manner that is compatible with the Charter of Human Rights and Responsibilities Act 2006 (Vic) and that human rights have been taken into consideration in decision making. About this role The Complaints Resolution Officer (CRO) is a frontline complaint handler within the Victorian Ombudsman's Complaints Group. The CRO is responsible for resolving complaints about Victorian public sector agencies through empathetic engagement, early resolution, conciliation and appropriate escalation. The CRO plays a critical role in ensuring that every person who contacts the VO — including those experiencing vulnerability, marginalisation or complex needs — receives a fair, accessible and high-quality service. Core to your success in this role is the ability to obtain a strong understanding of the Ombudsman Act 1973. Please review the position description for full details. How to apply: Applications need to be submitted online via the ‘Apply Now' button. To be considered for this role, you must include: • a 1-page Cover Letter addressing the Key Selection Criteria. • a Resume, no longer than 5 pages. Applications close midnight Sunday 2 August 2026 . VO is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process. We encourage job applications from people of all genders, ages, religions, disability, LGBTIQ and cultures, including Aboriginal and Torres Strait Islander people. VO is committed to supporting our employees work and life balance commitments. All requests for flexible working arrangements will be considered in line with operational requirements. Employment at the Victorian Ombudsman is subject to: • Criminal Record check • Working with Children check • Statutory Declaration • Confidentiality Agreement • Conflict of Interest check