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Job Post Details

Intake & Enquiries Officer (00727353) - job post

Health Complaints Commissioner
Melbourne VIC
$81,496 - $98,955 a year - Full-time
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Job details

Pay

  • $81,496 - $98,955 a year

Job type

  • Full-time

Location

Melbourne VIC

Full job description

Overview

Work Type: Ongoing - Full-time
Salary: $81,496 - $98,955
Grade: VPS 3
Occupation: Administration
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/HCC/00278432/0027890
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:
Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers. Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner

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:
  • Relevant tertiary qualifications is desirable
  • Certification or qualification in complaint handling and/or alternative dispute resolution is highly desirable
  • Prior experience in a front-line complaint handling role and proficiency in the use of telephone systems, case management systems, including real time data entry, are highly desirable.
  • Previous experience of Genesys and Resolve systems would be highly regarded.
  • Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 is highly 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 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 inclusion@health.vic.gov.au. 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 talentacquisition@health.vic.gov.au. 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-e mployment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.
Applications close Wednesday 22 July 2026 at 11.59pm
Posted
8 July 2026
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