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Complaints jobs in Melbourne VIC

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Complaints Assessment Officer
Integrity Oversight Victoria
Melbourne VIC
$100,894 - $114,476 a year
Part-time, Full-time
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Job details

$100,894 - $114,476 a year
Part-time, Full-time
Melbourne VIC

Full job description

Overview

Work Type: Ongoing - Full-time or part-time

Salary: $100,894 - $114,476

Grade: VPS 4

Occupation: Governance and risk management

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/VI0037A

Join Integrity Oversight Victoria (IOV) as our Complaints Assessment Officer and play a vital role in managing complaints, resolving complex issues and contributing to continuous improvement across Victoria’s integrity system.
    This opportunity is for you, if:
  • You’re looking for an interesting, ongoing position which offers flexibility and development opportunities.
  • You’re passionate about fairness, service excellence, and delivering meaningful outcomes for the community.
  • You’re a confident communicator who can navigate sensitive conversations with empathy, professionalism and resilience.
  • You bring strong analytical and communication skills and sound judgement.
  • You’re motivated to improve processes, strengthen integrity and contribute to a collaborative, high-performing team.

  • Job Overview

  • Reporting to the Manager, Complaints and working as part of a small collaborative team, the Complaints Assessment Officer (CAO) plays a crucial role in the delivery of IOV's complaints function.

  • Responsibilities include managing complaints in accordance with IOV's Complaint Handling Framework, service standards and information management requirements. The CAO communicates with a diverse range of complainants, including vulnerable individuals, assessing complaints, liaising with integrity bodies and determining and advising on the appropriate next steps.

  • The CAO also contribute to the continued improvement of internal policies and procedures and to the delivery of IOV's integrity responses.

  • For more information regarding this position, please see the attached position description.

  • How to apply

  • Please click the “Apply now” button on this advertisement and ensure that your application includes the following:

    • resume
    • covering letter of no more than 2 pages in total demonstrating your suitability for the position including addressing the first 3 Key Selection Criteria.

  • Closing date for applications is 11.59pm, 26 October 2026.

  • Other relevant information:

  • For further information regarding Integrity Oversight Victoria please visit our website at www.integrityoversight.vic.gov.au

  • For enquiries regarding the position please phone the contact person listed in the position description.

  • Integrity Oversight Victoria values the contribution of all employees and fair and equitable treatment of all people is integral to all activities. As such, Integrity Oversight Victoria will make reasonable adjustments for applicants with disabilities.

  • Employment of successful candidates will be subject to:

    • Reference checks, completion of a pre-employment misconduct screening declaration and consent form, and a pre-employment criminal record check.
    • Undertaking an oath or affirmation as prescribed in Section 30 of the Integrity Oversight Victoria Act 2011.
    • A Negative Vetting 1 security clearance is mandatory and will be required to be obtained once engaged and maintained for the duration of employment with Integrity Oversight Victoria.

  • Integrity Oversight Victoria is committed to maintaining the privacy of personal information. Personal information received during the recruitment process is managed in accordance with the Privacy and Data Protection Act 2014 and the Health Records Act 2001. Integrity Oversight Victoria recruitment processes include considering and responding to your job application. In some circumstances, in order to assess your suitability for the role, we may seek to contact one or more referees who are not specified in your application. Any proposal to contact an unspecified referee will be discussed with you first and your consent will be sought before doing so. A failure by you to provide consent to contact unspecified referees may, in some circumstances, result in your application not being considered further. You may request a ccess to your personal information by contacting Integrity Oversight Victoria.

Applications close Monday 26 October 2026 at 11.59pm
Posted
12 October 2026
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